Emergency Department Service Excellence Ambassador

We are more than a health system. We are a belief system. We believe wellness and sickness are both part of a lifelong partnership, and that everyone could use an expert guide. We work hard, care deeply and reach further to help people uncover their own power to be healthy. We inspire hope. We learn, grow, and achieve more – in our careers and in our communities.

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 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%
• Answers multi-line phone and transfers callers to appropriate patient room or other location 8.

• 15%
• Overseeing functions of information desks and lobbies including but not limited to, cleanliness and order of lobbies and surrounding work areas The major duties, responsibilities and listed above are not intended to be all-inclusive of the duties, responsibilities and to be performed by employees in this job. Employee is expected to all perform other duties as requested by supervisor.

As a High Reliability Organization (HRO), responsibilities require focus on safety, quality and efficiency in performing job duties.

The job profile provides an overview of responsibilities and duties and is not intended to be an exhaustive list and is subject to change at any time

Minimum Qualifications:

Bachelor's Degree (Required)

Additional Job Description:

Communications, Public Relations, Social Sciences, or health related field. Equivalent Experience may be considered. Knowledge of conflict resolution, interpersonal Communication, win-win negotiations, medical terminology, diversity training and working of hospital. Minimum Two Years of Experience in a consumer advocacy or service role.

Work Shift:

Evening

Scheduled Weekly Hours :

40

Department

Customer Experience Office

• Join us!
• ... if your passion is to work in a caring environment
• ... if you believe that learning is a life-long process
• ... if you strive for excellence and want to be among the best in the healthcare industry

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 person 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