Service Excellence Ambassador | Doctors Hospital | Emergency Department | Evenings | Rotating Weekends

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

Job Description Summary:

The Service Excellence Ambassador will provide exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates. Ambassadors are responsible for giving and collecting information for visitors/families/patients regarding patient's location, condition, and when appropriate, treatment progress, all while maintaining confidentiality; facilitating communication between patient, family and hospital staff; acting as a patient advocate by investigating concerns and expediting admission and other delays; resolving problems and complaints and escalating when necessary; responding to special needs and ensuring needs are being met; greeting, giving directions, and escorting visitors/families/patients, assisting with wheelchairs when necessary; answering multi-line phone and transferring callers to appropriate patient room or other location; overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas.

3p-11:30p | Rotating Weekends | 40 Hours Weekly

Responsibilities And Duties:

15%
Giving and collecting information to visitors/families/patients regarding the patient's, location, condition and treatment progress while maintaining confidentiality

25%
Communicating between patient, family and hospital staff

10%
Acting as an advocate by investigating and expediting admission and other delays.

5%
Resolving problems and complaints and escalating when necessary

15%
Responding to special needs and ensuring needs are being met

10%
Greeting, giving directions to and escorting visitors/families/patients, assisting with wheelchairs when necessary 

5% 
Answers multi-line phone and transfers callers to appropriate patient room or other location 8.

15%
Overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas The major duties, responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by employees in this job. Employee is expected to all perform other duties as requested by supervisor.

Minimum Qualifications:

Bachelor's Degree (Required)

Additional Job Description:

• Field of Study: Communications
• Field of Study: Public Relations
• Field of Study: Social Sciences
• Field of Study: Related Field

SPECIALIZED KNOWLEDGE
Communications, Public Relations, Social Sciences, or health related field. Equivalent Experience may be considered. Knowledge of conflict resolution, interpersonal Communication, win-win negotiations, medical terminology, diversity training and working of hospital. Minimum Two Years of Experience in a consumer advocacy or service role.

DESIRED ATTRIBUTES
One year graduate education in areas listed under. Working knowledge of stress management, and crisis theory. Experience in patient care setting. Three years of experience in consumer advocacy/service. One years experience in patient advocacy role in health care. Formal training in customer service. Knowledge of process improvement and patient education. 3-5 years of customer service and/or clerical related experience in healthcare environment.

Work Shift:

Evening

Scheduled Weekly Hours :