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Ohio Health - Columbus, OH

posted 10 days ago

Full-time - Entry Level
Columbus, OH
Ambulatory Health Care Services

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.

Responsibilities

  • Provide exceptional customer service to patients, families, visitors, and staff.
  • Give and collect information regarding patient's location, condition, and treatment progress while maintaining confidentiality.
  • Facilitate communication between patients, families, and hospital staff.
  • Act as a patient advocate by investigating concerns and expediting admissions and other delays.
  • Resolve problems and complaints, escalating when necessary.
  • Respond to special needs and ensure they are being met.
  • Greet, give directions, and escort visitors, families, and patients, assisting with wheelchairs when necessary.
  • Answer multi-line phone and transfer callers to appropriate locations.
  • Oversee functions of information desks and lobbies, ensuring cleanliness and order.

Requirements

  • Bachelor's Degree in Communications, Public Relations, Social Sciences, or health-related field (Required).
  • Equivalent experience may be considered.
  • Knowledge of conflict resolution, interpersonal communication, win-win negotiations, medical terminology, and diversity training.
  • Minimum two years of experience in a consumer advocacy or service role.
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