Service Excellence Ambassador | 16 Hours Weekly | Nights

OhioHealth • Grove City, OH

9d

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 when appropriate, while maintaining confidentiality. It facilitates communication between patients, families, and hospital staff; advocates for patients by investigating concerns and expediting admissions and other delays; resolves complaints or escalates them when necessary; and responds to special needs. The ambassador also greets and escorts visitors, gives directions, assists with wheelchairs when needed, answers and transfers calls, and oversees the cleanliness and order of information desks, lobbies, and surrounding work areas. The position requires attention to safety, quality, and efficiency as part of a High Reliability Organization. Other duties may be assigned by the supervisor.

The schedule is 10:00 PM to 6:30 AM, two shifts per week, with a rotating schedule that includes Monday, Wednesday, Saturday, and Sunday. Every other weekend is required. Scheduled weekly hours are 16. The required education is a bachelor’s degree, with equivalent experience potentially considered; suggested fields include communications, public relations, social sciences, or a health-related field. The role requires at least two years of experience in consumer advocacy or service.

Requirements

• Bachelor’s degree required; equivalent 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 the workings of a hospital.

Nice To Haves

• A degree or background in communications, public relations, social sciences, or a health-related field.

Responsibilities

• Provide and collect appropriate information for visitors, families, and patients about patient location, condition, and treatment progress while maintaining confidentiality.
• Facilitate communication among patients, families, and hospital staff.
• Advocate for patients by investigating concerns and expediting admissions and other delays.
• Resolve problems and complaints, escalating them when necessary.
• Respond to special needs and ensure those needs are being met.
• Greet visitors, families, and patients; provide directions and escorts; and 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 in lobbies and surrounding work areas.
• Perform other duties as requested by the supervisor, with a focus on safety, quality, and efficiency.

What This Job Offers

• Job Type: Part-time