Service Excellence Ambassador | FT | 5 AM - 2PM | Rotating Weekend

About the role

The Service Excellence Ambassador will provide exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates. Ambassadors give and collect information for visitors/families/patients regarding the patient’s location, condition, and, when appropriate, treatment progress while maintaining confidentiality; facilitate communication between patient, family and hospital staff; act as a patient advocate by investigating concerns and expediting admissions and other delays; resolve problems and complaints and escalate when necessary; respond to special needs and ensure they are met; greet, give directions, and escort visitors/families/patients, assisting with wheelchairs when needed; answer multi‑line phones and transfer callers to the appropriate patient room or location; and oversee the functions, cleanliness, and order of information desks and lobbies.

Responsibilities

• 15% – Give and collect information to visitors/families/patients regarding the patient’s location, condition, and treatment progress while maintaining confidentiality.
• 25% – Communicate between patient, family, and hospital staff.
• 10% – Act as an advocate by investigating and expediting admissions and other delays.
• 5% – Resolve problems and complaints and escalate when necessary.
• 15% – Respond to special needs and ensure those needs are being met.
• 10% – Greet, give directions to, and escort visitors/families/patients; assist with wheelchairs when necessary.
• 5% – Answer multi‑line phones and transfer callers to the appropriate patient room or other location.
• 15% – Oversee functions of information desks and lobbies, including cleanliness and order of lobbies and surrounding work areas.

The duties listed are not exhaustive; the employee is expected to perform other duties as requested by the supervisor. As a High Reliability Organization (HRO), responsibilities require focus on safety, quality, and efficiency.

Minimum Qualifications

• High School diploma or GED (required).
• Education or experience in Communications, Public Relations, Social Sciences, or a health‑related field; equivalent experience may be considered.
• Knowledge of conflict resolution, interpersonal communication, win‑win negotiations, medical terminology, diversity training, and hospital operations.
• Minimum two years of experience in a consumer advocacy or service role.

Work Schedule

• Week One:
  • Sunday: 8 am – 2:30 pm
  • Monday: off
  • Tuesday: off
  • Friday: 5 am – 2 pm
• Week Two:
  • Monday: off
  • Thursday: 5 am – 2 pm
  • Saturday: 8 am – 2:30 pm
• Day shift, 40 scheduled weekly hours.

Department

Guest Services and Ambassadors