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

OhioHealth • Grove City, OH

3d

About The Position

The Service Excellence Ambassador provides exceptional customer service to patients, families, visitors, physicians, and associates. The role shares information about patients’ location, condition, and—when appropriate—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, direct, and escort visitors and patients; assist with wheelchairs when needed; answer and route calls on a multi-line phone; and oversee the cleanliness and order of information desks, lobbies, and surrounding work areas.

This position works a two-week rotating third-shift schedule, with responsibility every other weekend. Employees are also expected to perform other duties as requested by their supervisor. As a High Reliability Organization, OhioHealth expects employees to focus on safety, quality, and efficiency while performing their duties. The role is in the Guest Services and Ambassadors department.

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 hospital operations.

Responsibilities

• Provide and collect information for visitors, families, and patients about a patient's location, condition, and, when appropriate, 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 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 the supervisor, with a focus on safety, quality, and efficiency.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level