- Job Title: Information Associate
- Job ID: 457947
- Location: University Hospitals
- Department: Information Desks - UH
- Full/Part Time: Full-Time
- Regular/Temporary: Regular
- Shift: Evening
- FTE %: 100
- Salary Range Min: $12.14
- Salary Range Max: $20.35
Information Associate (Job Opening 457947) - Scope of Position
The Department of Patient Experience 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 10:30 PM seven days a week in addition to some desks being staffed 24/7.
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.
Education and experience
Per CCS Class Specs: One year experience (1000 hours course work or training) in customer service or communications, including analyzing & interpreting information; 6 mos. experience (600 hours training) in operation of computer and related peripheral equipment; 3 mos. experience (300 hrs course work) in information research & analysis. Additional Qualifications: Some positions require 3 mos. exp. (300 hrs course work) in supervision management; 3 mos. experience (300 hours course work) in interviewing. 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. Qualified candidates may be asked to complete a pre-employment physical including a drug screen and background check.