Service Excellence Ambassador (Sat/Sun 11AM to 7:30PM)

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 are responsible for giving and collecting information for visitors, families, and patients regarding the patient’s location, condition, and, when appropriate, treatment progress while maintaining confidentiality; facilitating communication between patient, family, and hospital staff; acting as a patient advocate by investigating concerns and expediting admissions and other delays; resolving problems and complaints and escalating when necessary; responding to special needs and ensuring those needs are met; greeting, giving directions, and escorting visitors, families, and patients, assisting with wheelchairs when necessary; answering a multi‑line phone and transferring callers to the appropriate patient room or other location; and overseeing the functions of information desks and lobbies, including cleanliness and order of those areas.

Responsibilities

• Giving and collecting information to visitors, families, and patients regarding the patient’s location, condition, and treatment progress while maintaining confidentiality (15%).
• Communicating between patient, family, and hospital staff (25%).
• Acting as an advocate by investigating and expediting admissions and other delays (10%).
• Resolving problems and complaints and escalating when necessary (5%).
• Responding to special needs and ensuring those needs are being met (15%).
• Greeting, giving directions to, and escorting visitors, families, and patients, assisting with wheelchairs when necessary (10%).
• Answering a multi‑line phone and transferring callers to the appropriate patient room or other location (5%).
• Overseeing functions of information desks and lobbies, including cleanliness and order of lobbies and surrounding work areas (15%).

The duties listed above are not exhaustive; additional tasks may be assigned by the supervisor. As a High Reliability Organization, the role requires a focus on safety, quality, and efficiency.

Minimum Qualifications

• Bachelor’s Degree (required) in Communications, Public Relations, Social Sciences, a health‑related field, or equivalent experience.
• 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

Day shift, scheduled weekly, 16 hours per week.