Service Excellence Ambassador
OhioHealth, Dublin, OH, United States
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’s 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 those needs are met; greeting, giving directions, escorting visitors/families/patients, and assisting with wheelchairs when necessary; answering multi‑line phone calls and transferring callers to the appropriate patient room or other location; overseeing the functions of information desks and lobbies, including but not limited to maintaining 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 those needs are met.
10% – Greeting, giving directions and escorting visitors/families/patients, and assisting with wheelchairs when necessary.
5% – Answering multi‑line phone calls and transferring callers to the 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 Information
The major duties, responsibilities and activities listed above are not intended to be all inclusive of the duties, responsibilities and tasks to be performed by employees in this job. Employees are expected to perform additional duties as requested by a supervisor. As a High Reliability Organization (HRO), responsibilities require a focus on safety, quality and efficiency. This job profile provides an overview and is not exhaustive; responsibilities are subject to change at any time.
Minimum Qualifications
High School or GED (Required)
Additional Job Description
Communications, Public Relations, Social Sciences, or a health‑related field. Equivalent experience may be considered. Knowledge of conflict resolution, interpersonal communication, win‑win negotiations, medical terminology, diversity training and hospital operations is preferred. Minimum of 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.
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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 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 those needs are met; greeting, giving directions, escorting visitors/families/patients, and assisting with wheelchairs when necessary; answering multi‑line phone calls and transferring callers to the appropriate patient room or other location; overseeing the functions of information desks and lobbies, including but not limited to maintaining 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 those needs are met.
10% – Greeting, giving directions and escorting visitors/families/patients, and assisting with wheelchairs when necessary.
5% – Answering multi‑line phone calls and transferring callers to the 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 Information
The major duties, responsibilities and activities listed above are not intended to be all inclusive of the duties, responsibilities and tasks to be performed by employees in this job. Employees are expected to perform additional duties as requested by a supervisor. As a High Reliability Organization (HRO), responsibilities require a focus on safety, quality and efficiency. This job profile provides an overview and is not exhaustive; responsibilities are subject to change at any time.
Minimum Qualifications
High School or GED (Required)
Additional Job Description
Communications, Public Relations, Social Sciences, or a health‑related field. Equivalent experience may be considered. Knowledge of conflict resolution, interpersonal communication, win‑win negotiations, medical terminology, diversity training and hospital operations is preferred. Minimum of 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.
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