Service Excellence Ambassador (Mon & Fri: 5am - 2pm; Sat & Sun: 8am - 2pm)

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

• Giving and collecting information to visitors/families/patients regarding the patient's location, condition, and treatment progress while maintaining confidentiality (15%)
• Facilitating communication between patient, family, and hospital staff (25%)
• Acting as a patient advocate by investigating concerns and expediting admission and other delays (10%)
• Resolving problems and complaints and escalating when necessary (5%)
• Responding to special needs and ensuring needs are being met (15%)
• Greeting, giving directions, and escorting visitors/families/patients; assisting with wheelchairs when necessary (10%)
• Answering multi-line phones and transferring callers to appropriate patient rooms or other locations (5%)
• Overseeing functions of information desks and lobbies, including cleanliness and order of lobbies and surrounding work areas (15%)

The major duties and responsibilities listed above are not intended to be all-inclusive. Employees are expected to perform other duties as requested by their supervisor. As a High Reliability Organization (HRO), responsibilities require focus on safety, quality, and efficiency in performing job duties.

Requirements

• 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

Schedule

• Friday & Monday: 5 am – 2 pm
• Saturday & Sunday: 8 am – 2 pm

Scheduled weekly hours: 14.5