Supervisor, Patient Experience

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Current Employees and Students:
If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.

Welcome to The Ohio State University's career site.  We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:

• Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
• Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application. 

Job Title:
Supervisor, Patient Experience

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.

Demonstrates and Models Service Excellence

• 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.

Minimum Qualifications

For Hire: 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 Information:

Location:
Rhodes Hall (0354)

Position Type:
Regular

Scheduled Hours:
40

Shift:
Varying Shifts

Salary Grade:
Health System Hourly 015

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.

Screen reader users may encounter difficulty with this site. For assistance with applying, please contact [email protected] . If you have questions while submitting an application, please review these frequently asked questions .

Current Employees and Students:
If you are currently employed or enrolled as a student at The Ohio State University, please log in to Workday to use the internal application process.

Welcome to The Ohio State University's career site.  We invite you to apply to positions of interest. In order to ensure your application is complete, you must complete the following:

• Ensure you have all necessary documents available when starting the application process. You can review the additional job description section on postings for documents that may be required.
• Prior to submitting your application, please review and update (if necessary) the information in your candidate profile as it will transfer to your application. 

Job Title:
Supervisor, Patient Experience

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.

Demonstrates and Models Service Excellence

• 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.

Minimum Qualifications

For Hire: 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 Information:

Location:
Rhodes Hall (0354)

Position Type:
Regular

Scheduled Hours:
40

Shift:
Varying Shifts

Salary Grade:
Health System Hourly 015

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.