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Job Title:Supervisor, Patient Experience (2nd Shift)
Department:University Hospital | Information Desks
Scope of Position
The Supervisor, Patient Experience and Public Space Operation at The Ohio State University Hospital is a member of the leadership team and contributes to the development and execution of the organizations mission, vision and values and strategic plan. This position is responsible for the operations of all first encounters of the hospital including all facets of information desk functions, wayfinding services, patient information, and managing public waiting areas. This position will lead and support a positive patient/guest experience and will focus on developing the front-line team, ensuring the team is providing personalized interactions that each patient expects. In addition, this position is responsible for ensuring Joint Commission standards are in compliance, supporting patient rights and responsibilities, organizational ethics and CMS regulations guidelines related to the complaint process. The Supervisor, Patient Experience and Public Space Operation is responsible for ensuring that all patient experience staff and volunteers who are interacting with our patients and families are in compliance with these guidelines while promoting a strong emphasis on empathy and compassionate care specific to the cancer population. The Supervisor, Patient Experience and Public Space Operation works collaboratively with directors, managers, administrators and the medical staff to assure delivery of differentiated, affordable, high quality and personalize health care in an accessible, patient-friendly research focused environment.
Position Summary
The Supervisor, Patient Experience and Public Space Operation is responsible for providing daily oversight and direction for the 24/7 operation of all public space areas which support positive first impressions in the Ross, Rhodes, 12th Ave., Morehouse, and Eye and Ear Center guest entrances, providing credentialing for visitors, and information desk functions in Surgery and Procedural waiting spaces, Ross, University Hospital, Rhodes, Morehouse, and Eye and Ear lobby spaces and waiting spaces in surgery and procedural waiting areas. This includes providing wayfinding services, patient information materials, parking discounts, screening and distributing visitor passes, and answering and a wide range of questions and inquiries from our patients and guests. The Supervisor, Patient Experience and Public Space Operation recommends and assists in implementing appropriate models of service and assists with resource planning, annual appraisals and the orientation of new staff. The Supervisor, Patient Experience and Public Space Operation may cover additional manager responsibilities, as necessary, in the manager’s absence, or should a vacancy occur. The Supervisor, Patient Experience and Public Space Operation will demonstrate positive interactions with patients, families and staff creating a seamless environment that will model and create an optimum patient experience which will be a positive reflection on overall patient satisfaction.
The Supervisor, Patient Experience and Public Space Operation will work a 2nd shift schedule from 2:30pm –11:00pm Monday through Friday and will also be expected to work every other weekend, varying shifts.
Minimum Requirements
Bachelor of Science or Art, or equivalent experience required.
Minimum of 5 years’ experience in customer service or patient relations desired.
Demonstration of progressively responsible role managing front line staff preferred.
Ability to use PC and Microsoft Office products software to produce financial and operational projections and develop service coverage schedules.
Evidence of highly developed, effective interpersonal communication skills, telephone skills, effective decision making, Lead/Supervisory skills, organizational skills, and service recovery skills.
Additional Knowledge and Skills
Demonstrates dignity with kindness and compassion to all patients, families, visitors, and hospital staff
Serves as coach/role model for service oriented behavior
Facilitates trust, promotes understanding through careful listening, and provides appropriate feedback
Works with all members of the healthcare team and promotes a relationship of mutual respect
Competencies Required
Shows strong understanding and demonstrates positive behaviors associated with the following competencies:
Service Orientation
Effective Interpersonal Communications
Conflict Resolution
Accountability
Teamwork
Process Management
IHIS, Outlook, Excel, Teams and Fast-Pass software applications
Organizational Expectations
Each employee champions the spirit of OSU Wexner Medical Center’s Mission by displaying caring, courteous behavior described in the Value statements in dealing with patients and their families, coworkers, physicians and guests of the hospital. Each employee is a vital part of the quality improvement and patient and guest experience process and contributes to the organization through being customer focused, conforming to customer expectations and committing to the ongoing cycle of planning, implementation, measurement, assessment and adjustment.
Demonstrates professional conduct and appearance and promotes a positive image to the customers served in both face-to-face and telephone interactions. Promotes teamwork through mutual respect for fellow staff members, developing positive inter and interdepartmental relationships and lending assistance to coworkers. Demonstrates ongoing educational process by attending and participating in in-services and other educational offerings, participating in staff meetings, and remaining knowledgeable of hospital happenings. Looks for ways to improve the hospital’s operations and/or image and communicates these verbally, in writing, or through a quality improvement team. Demonstrates ability to plan and complete work productively based upon the goals/needs/requirements of the team.
Our Comprehensive Employee Benefits Include
An array of retirement plan options, each with a generous employer contribution.
Affordable health insurance options, including dental, vision and prescription coverage that begin on day one.
Paid vacation and sick leave, including short and long-term disability and paid parental leave.
Get the most out of the Public Service Loan Forgiveness program.
And much more!
Additional Information:
Location:Rhodes Hall (0354)
Position Type:Regular
Scheduled Hours:40
Shift:Varying Shifts
Final candidates are subject to successful completion of a background check. A drug screen or physical may be required during the post offer process.
Thank you for your interest in positions at The Ohio State University and Wexner Medical Center. Once you have applied, the most updated information on the status of your application can be found by visiting the Candidate Home section of this site. Please view your submitted applications by logging in and reviewing your status. For answers to additional questions please review the frequently asked questions.
The Ohio State University is an equal opportunity employer.
All qualified applicants will receive consideration for employment without regard to age, ancestry, color, disability, ethnicity, gender identity or expression, genetic information, HIV/AIDS status, military status, national origin, race, religion, sex, gender, sexual orientation, pregnancy, protected veteran status, or any other basis under the law.
Applicants are encouraged to complete and submit the Equal Employment Identification form.
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