Service Excellence Ambassador (Contingent)

OhioHealth; United States; On-site; USD 21,000 - 30,000; Full time

Job summary

OhioHealth is seeking a Service Excellence Ambassador to deliver exceptional customer service to patients, families, visitors and physicians. You will gather and relay information about location, condition and progress, help locate patients, and preserve confidentiality while supporting staff.

You will advocate for timely admissions, resolve issues, greet and direct guests, assist with wheelchairs, answer multi-line phones, and monitor lobby areas.

Qualifications

• Bachelor's degree in Communications, Public Relations, Social Sciences, Hospitality, or health-related field.
• Minimum 2 years of direct service hospitality or customer service experience.
• Preferred knowledge: conflict resolution, interpersonal communication, basic computer skills.

Responsibilities

• Give and collect information to visitors, families, and patients while maintaining confidentiality.
• Communicate between patient, family and hospital staff.
• Act as an advocate by investigating and expediting admission and other delays.
• Resolve problems and escalate when necessary.
• Respond to special needs and ensure they are met.
• Greet, guide, and escort visitors and patients; assist with wheelchairs when needed.
• Answer multi-line phones and transfer callers to appropriate locations.
• Oversee information desks and lobby areas to maintain cleanliness and order.

Skills

Communication

Customer Service

Hospitality

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, resources, 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. As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties. The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time.

Minimum Qualifications

Bachelor's Degree (Required) Additional Job Description: Communications, Public Relations, Social Sciences, Hospitality, or health related field. Equivalent Experience may be considered. Preferred knowledge base of conflict resolution, interpersonal communication, basic computer skills, and hospitality. Minimum Two Years of Experience in a direct service hospitality or customer service role.

Work Shift

Variable Scheduled Weekly Hours : As Needed Department Guest Services and Ambassadors Join us! ... 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.

We Are Inspired to Do Our Best

OhioHealth is a nationally recognized, innovative healthcare system delivering world-class patient care in a supportive, professional environment filled with limitless opportunities to learn and grow. We are a unique organization in the healthcare field. Our model system of facilities encompasses a wide scope of expertise and care. For professionals, we are a place where people committed to doing their best are given the tools and resources to accomplish our mission every single day. OhioHealth is recognized as a Great Place to Work Certified organization. The Great Place to Work is a global authority on high-trust, high-performance workplace cultures. This recognition is one measure of our success in achieving a part of our vision ̶ to be an organization "where people want to work."