Service Excellence Ambassador | Emergency Department | Full-Time | Rotating Weekends

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 patient location, condition, and treatment progress, 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 the multi‑line phone and transferring callers to appropriate patient rooms or other locations; and overseeing functions of information desks and lobbies including 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, and assisting with wheelchairs when necessary. 5% Answering the multi‑line phone and transferring callers to appropriate patient rooms or other locations. 15% Overseeing functions of information desks and lobbies, including cleanliness and order of lobbies and surrounding work areas. The major duties and responsibilities listed above are not intended to be all‑inclusive. Employees are also expected to perform other duties as requested by the supervisor. As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties. Minimum Qualifications Bachelor’s Degree (required). Communications, Public Relations, Social Sciences, or health‑related field (preferred); equivalent experience may be considered. Knowledge of conflict resolution, interpersonal communication, win‑win negotiations, medical terminology, diversity training, and hospital operations. Minimum two years of experience in a consumer advocacy or service role. Work Shift Evening; scheduled weekly hours: 40. 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 Berger Health System