Service Excellence Ambassador | M/T/W 2p-8p

About the role

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. The Service Excellence Ambassador will provide exceptional customer service during every encounter with patients, families, visitors and OhioHealth physicians and associates.

Responsibilities

As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job 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% – Answering multi-line phone and transferring callers to appropriate patient room or other location
• 15% – Overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas

Qualifications

• Bachelor's Degree (Required)
• Preferred fields: 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 hospital operations
• Minimum two years of experience in a consumer advocacy or service role

Schedule

Work hours: Monday/Tuesday/Wednesday 2 p.m.–8 p.m.; evening shift; scheduled weekly hours 18.