Service Excellence Ambassador | 2:00 PM - 10:30 PM | Rotating Weekends

OhioHealth; Williamstown (KY); On-site; USD 36,000 - 48,000; Full time

Job summary

OhioHealth in Kentucky is seeking a Service Excellence Ambassador to deliver outstanding customer service to patients, families, visitors and physicians. You will gather and relay location and status information while protecting patient confidentiality and advocating to expedite admissions and resolve delays.

You will also communicate across teams, greet visitors, guide them to their destination, assist with wheelchairs when needed, answer phones, and help maintain welcoming lobbies and

Qualifications

• Bachelor’s Degree required.
• Minimum two years in a consumer advocacy or service role.
• Knowledge of conflict resolution and interpersonal communication.

Responsibilities

• Provide information to visitors about patient location and status while maintaining confidentiality.
• Communicate between patient, family and hospital staff.
• Advocate by expediting admission and resolving delays.
• Resolve problems and escalate when needed.
• Address special needs and ensure they are met.
• Greet and direct visitors; assist with wheelchairs as needed.
• Answer multi-line phone and route calls to appropriate locations.
• Oversee information desks and lobby areas for cleanliness and order.

Skills

Customer service

Communication

Conflict resolution

Interpersonal skills

Education

Bachelor's degree

Job description

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.

Job Description Summary:

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/patients regarding patient’s location, condition, and when appropriate, treatment progress, all while maintaining confidentiality; facilitating communication between patient, family and hospital staff; acting as a patient advocate by investigating concerns and expediting admission and other delays; resolving problems and complaints and escalating when necessary; responding to special needs and ensuring needs are being met; greeting, giving directions, and escorting visitors/families/patients, assisting with wheelchairs when necessary; answering multi-line phone and transferring callers to appropriate patient room or other location; overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas.

Responsibilities And 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% Answers multi-line phone and transfers callers to appropriate patient room or other location 8.
• 15% Overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas The major duties, responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by employees in this job. Employee is expected to all perform other duties as requested by supervisor.

Minimum Qualifications:

Bachelor’s Degree (Required)

Additional Job Description:

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 working of hospital. Minimum Two Years of Experience in a consumer advocacy or service role.

Work Shift:

Evening

Scheduled Weekly Hours :

40

Department

Guest Services and Ambassadors

• … if your passion is to work in a caring environment
• … if you believe that learning is a life-long process
• … if you strive for excellence and want to be among the best in the healthcare industry

Equal Employment Opportunity

OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all person in all aspects of the associate-employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment