Lobby Ambassador

City of Hope; Duarte, Northern (CA, KY); Hybrid; USD 22,000 - 33,000; Full time

Job summary

City of Hope is seeking a Lobby Ambassador to provide courteous welcome and directions to patients, guests, and colleagues on the Duarte Campus. You will assist with mobility, wheelchairs, and transport from parking areas into buildings, while connecting people with City of Hope resources.

The role requires a high school diploma, 2 years in customer service (1 year face-to-face), a CA driver’s license, and BLS compliance by start date. Schedule is Monday–Friday, with occasional weekend coverage.

Qualifications

• High school diploma or equivalent.
• Two years of experience in a customer service role with at least one year providing face-to-face customer service.
• Current CA Drivers License.
• BLS by start date (must obtain).

Responsibilities

• Meets, greets and assists patients, guests and colleagues with way finding and directions.
• Assists with wheelchairs and transportation from parking areas or external campus areas into buildings.
• Provides concierge-style information about City of Hope resources and local amenities.
• Ensures confidentiality of patient and business information at all times.
• Coordinates patient needs with other departments and maintains professional demeanor.

Skills

Customer service

Face-to-face service

Education

High school diploma or equivalent

Job description

Join the transformative team at City of Hope, where we're changing lives and making a real difference in the fight against cancer, diabetes, and other life-threatening illnesses. City of Hope's growing national system includes its Los Angeles campus, a network of clinical care locations across Southern California, a new cancer center in Orange County, California, and treatment facilities in Atlanta, Chicago and Phoenix. Our dedicated and compassionate employees are driven by a common mission: To deliver the cures of tomorrow to the people who need them today.

This role provides a high level of customer service to assist with meet and greet, mobility, wayfinding, directions, transportation via electric cart, and connecting patients and families to City of Hope resources. The Lobby Ambassador is the liaison between the external environment, valet parking area and the patient registration area and/or hospital destination of the patient. The Lobby Ambassador provides wayfinding and transportation services by greeting patients/families who are arriving on the Duarte Campus. In addition, the Lobby Ambassador may use an electric vehicle or wheelchair to move the patient from a parking lot or valet area to hospital or outpatient destination. The Lobby Ambassador delivers services with a high level of engagement, interpersonal skills, safety acuity, and City of Hope values.

Schedule: Monday-Friday, 10:00 AM to 6:30 PM, with rotating weekend coverage as needed only.

As a successful candidate, you will:

Guest/Patient Service:

• Meets, greets and assists patients, guests and colleagues with way finding (providing directions), obtaining wheelchairs and providing transport from the parking areas or external areas of campus into buildings.
• Acknowledges and greets patients, guests and colleagues with a professional and friendly demeanor.
• May accesses patient information to confirm appointment times, appointment locations and room numbers to guests.
• May provide some concierge services to assist patients and guests with accessing Internet information (e.g., driving directions, restaurants, shopping and amenities) within the City of Hope and local community.
• Ensures that patient and business confidentiality is maintained at all times.
• Demonstrates a willingness and ability to help others at all times.
• Coordinates patient needs with other departments.

Safety and Risk Management:

• Corrects and/or reports safety, maintenance and cleaning needs.
• Responds to Code Blue and Code Red emergencies with appropriate equipment.
• Follows site specific safety and security procedures.
• Practices preventative safety procedures as set forth by City of Hope, including safe lifting techniques.
• Uses only equipment trained to use and operates all equipment in a safe manner.
• Is knowledgeable of hospital disaster codes and response plans.
• Follows City of Hope standard operating procedures for disaster codes and response plans.

Systems and Standards:

• Completes all tasks in a timely manner as instructed by Lobby Ambassador Supervisor or Support Services Manager.
• Treats guests, patients and colleagues with courtesy, respect and dignity.
• Follows all appearance standards as set forth by City of Hope, including complete approved pressed uniform.
• Follows all attendance standards as set forth by City of Hope.
• Executes all terms and conditions as set forth in the City of Hope Code of Conduct and other policies and procedures.
• Utilizes City of Hope logs as specified.
• Completes tasks as outlined within the standard operating procedures.
• Maintains clean, neat work environment including all surrounding areas of office, work area and desk.
• All other duties as assigned.

Your qualifications should include:

• High school diploma or equivalent.
• Two years of experience in a customer service role with at least one year providing face-to-face customer service.
• Current CA Drivers License.
• BLS required (must obtain by start date).

City of Hope employees pay is based on the following criteria: work experience, qualifications, and work location.

City of Hope is an equal opportunity employer.

To learn more about our Comprehensive Benefits, please.

Additional Information:

• COH employees may apply for a transfer or promotion to job openings for which they meet the minimum qualifications if they meet the following criteria:
  • Employed at COH in current role for at least 6 months, unless otherwise stipulated in an applicable collective bargaining agreement.
  • Are in good standing and have no current performance issues.