Service Excellence Ambassador | M-F 20 Hours Weekly

OhioHealth • Augusta, GA

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About The Position

The Service Excellence Ambassador provides exceptional customer service to patients, families, visitors, physicians, and associates. The role shares and collects information about patients’ locations, conditions, and treatment progress while maintaining confidentiality, and facilitates communication between patients, families, and hospital staff. Ambassadors advocate for patients by investigating concerns and helping expedite admissions and other delays, resolve or escalate complaints, respond to special needs, and help ensure those needs are met. They also greet and escort visitors, provide directions, assist with wheelchairs when needed, answer and transfer calls, and oversee the cleanliness and order of information desks, lobbies, and nearby work areas.

The position requires attention to safety, quality, and efficiency as part of OhioHealth’s High Reliability Organization. Duties may change and are not exhaustive; employees are expected to perform other duties as requested by their supervisor.

Requirements

• Bachelor’s degree required; equivalent experience may be considered.
• Minimum of two years of experience in a consumer advocacy or service role.
• Knowledge of conflict resolution, interpersonal communication, win-win negotiations, medical terminology, diversity training, and working in a hospital.

Responsibilities

• Provide and collect information for visitors, families, and patients about a patient’s location, condition, and treatment progress while maintaining confidentiality.
• Facilitate communication between patients, families, and hospital staff.
• Advocate for patients by investigating concerns and expediting admissions and other delays.
• Resolve problems and complaints, escalating when necessary.
• Respond to special needs and ensure needs are being met.
• Greet visitors, families, and patients; provide directions and escorts; and assist with wheelchairs when needed.
• Answer multi-line phones and transfer callers to the appropriate patient room or other location.
• Oversee information desk and lobby functions, including cleanliness and order of lobbies and surrounding work areas.
• Perform other duties as requested by the supervisor.

What This Job Offers

• Job Type: Part-time