Service Excellence Ambassador (Contingent)

OhioHealth • Shelby, NC

3d

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’ location, condition, and treatment progress while maintaining confidentiality; 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 as needed; responds to special needs; greets, directs, and escorts visitors; and assists with wheelchairs when necessary. The ambassador also answers and transfers calls on a multi-line phone and oversees information desk and lobby functions, including the cleanliness and order of surrounding areas.

As part of a High Reliability Organization, the role requires attention to safety, quality, and efficiency. Duties may change and are not limited to those listed; employees are expected to perform other duties as requested by a supervisor. The position is contingent, has variable shifts, and is scheduled as needed.

Requirements

• Bachelor’s degree required; equivalent experience may be considered.
• At least two years of experience in a direct-service hospitality or customer-service role.

Nice To Haves

• Education in communications, public relations, social sciences, hospitality, or a health-related field.
• Knowledge of conflict resolution, interpersonal communication, basic computer skills, and hospitality.

Responsibilities

• Give and collect information for visitors, families, and patients about patient 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, direct, and escort visitors, families, and patients; 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 the cleanliness and order of lobbies and surrounding work areas.
• Perform other duties as requested by a supervisor.
• Focus on safety, quality, and efficiency while performing job duties.

What This Job Offers

• Job Type: Full-time