Service Excellence Ambassador
About The Position
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. 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.
Requirements
- High School or GED (Required)
- Minimum Two Years of Experience in a consumer advocacy or service role.
Nice To Haves
- 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.
Responsibilities
- Giving and collecting information to visitors/families/patients regarding the patient's, location, condition and treatment progress while maintaining confidentiality
- Communicating between patient, family and hospital staff
- Acting as an advocate by investigating 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 to and escorting visitors/families/patients, assisting with wheelchairs when necessary
- Answers multi-line phone and transfers 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
Benefits
- Great Place to Work CertifiedTM organization
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
Number of Employees
5,001-10,000 employees
