Service Excellence Ambassador-contingent

Job Description Summary: 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 the 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 and Duties: 15% – Giving and collecting information to visitors/families/patients regarding the patient's location, condition and treatment progress while maintaining confidentiality. 25% – Communicating between patient, family and hospital staff. 10% – Acting as an advocate by investigating and expediting admission and other delays. 5% – Resolving problems and complaints and escalating when necessary. 15% – Responding to special needs and ensuring needs are being met. 10% – Greeting, giving directions to and escorting visitors/families/patients, assisting with wheelchairs when necessary. 5% – Answering multi-line phone and transferring callers to appropriate patient room or other location. 15% – Overseeing functions of information desks and lobbies including but not limited to cleanliness and order of lobbies and surrounding work areas. Additional responsibilities include performing other duties as requested by supervisor. The job profile is not an exhaustive list and is subject to change. Minimum Qualifications: Bachelor's Degree (Required) Additional Job Description: Communications, Public Relations, Social Sciences, or health-related field background. Equivalent experience may be considered. Knowledge of conflict resolution, interpersonal communication, win‑win negotiations, medical terminology, diversity training, and working in a hospital setting. Minimum two years of experience in a consumer advocacy or service role. Work Shift: Variable Scheduled Weekly Hours: As Needed Department: Guest Services and Ambassadors Equal Employment Opportunity OhioHealth is an equal opportunity employer and fully supports and maintains compliance with all state, federal, and local regulations. OhioHealth does not discriminate against associates or applicants because of race, color, genetic information, religion, sex, sexual orientation, gender identity or expression, age, ancestry, national origin, veteran status, military status, pregnancy, disability, marital status, familial status, or other characteristics protected by law. Equal employment is extended to all persons in all aspects of the associate‑employer relationship including recruitment, hiring, training, promotion, transfer, compensation, discipline, reduction in staff, termination, assignment of benefits, and any other term or condition of employment. #J-18808-Ljbffr