Service Excellence Ambassador | Full -Time 40 Hours Weekly | Nights (3rd Shift ED)

OhioHealth • Grove City, MN

4d

About The Position

The Service Excellence Ambassador provides exceptional customer service to patients, families, visitors, physicians, and associates. The role provides and gathers information about patients’ locations, conditions, and treatment progress while maintaining confidentiality; facilitates communication between patients, families, and hospital staff; and advocates for patients by investigating concerns and expediting admissions and other delays. The Ambassador resolves complaints or escalates them when needed, responds to special needs, greets and escorts visitors, gives directions, assists with wheelchairs, answers and transfers calls, and oversees the cleanliness and order of information desks, lobbies, and nearby work areas. The position works a two-week rotating night-shift schedule and includes every-other-weekend responsibility. Employees are also expected to perform other duties as requested by their supervisor. As part of a High Reliability Organization, the role requires attention to safety, quality, and efficiency. The job profile may change and is not an exhaustive list of duties.

Requirements

• Bachelor's degree required; an equivalent combination of experience may be considered.
• At least 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 hospital operations.

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 those needs are being met.
• Greet visitors, families, and patients; give directions and escort them; assist with wheelchairs when necessary.
• Answer a multi-line phone and transfer callers to the appropriate patient room or other location.
• Oversee information desk and lobby functions, including cleanliness and order of the lobbies and surrounding work areas.
• Perform other duties as requested by the supervisor.
• Focus on safety, quality, and efficiency when performing job duties.

What This Job Offers

• Job Type: Full-time