Scope of Department

The Patient Experience Department is responsible for supporting a patient and family-centered culture and leading initiatives designed to evaluate and improve the patient experience. Departmental functions include patient experience measurement and strategy, patient relations, patient and family advisory programs, interpreter services, pastoral care, and information desk services. The Patient Experience Department is responsible for meeting accreditation and regulatory standards related to patient rights, organizational ethics and resolution of patient concerns.

Scope of Position

This position is responsible for the operations of first encounter guest relations functions within the OSU Wexner Medical Center at the information desks. Guest relation functions that are provided include, but are not limited to, providing patient and hospital information, reception functions, way finding and wheelchair assistance, patient relations and service recovery intervention. These functions are offered at the information desks in the Ross Heart Hospital, University Hospitals (Rhodes & Dodd/Davis), James Cancer Hospital, and the Ambulatory Clinics (Eye & Ear Institute and Martha Morehouse Medical Plaza-Pavilion). Services provided by the information desk are at variable hours between 5:00 AM and 10:00 PM seven days a week in addition to some desks being staff 24/7.

Position Summary

The Information Associate serves as the point person at the information desks, providing patients, families, visitors and other customers of the medical center, patient information, directions, assistance with way finding, and general information about the medical center and its services. Staff at the information desk solve problems and manage customer inquiries directly or by phone. They cross train to perform specific duties and responsibilities of the Information Associate for different desks.

Minimum Qualifications

For Hire: Per civil service requirements. Ability to use personal computer and applicable software is required. Evidence of effective interpersonal communication skills, telephone skills, customer service skills and the ability to deal with multiple priorities is desired.

Ongoing: Demonstrated competence to meet essential job functions and continual demonstration of competence to meet position responsibilities. Ability to respond to common inquiries from customers, regulatory agencies, or members of the business community.