Service Ambassador I - Protective Services

Akron City Campus

Summa Health System is recognized as one of the region’s top employers by a number of third party organizations, including NorthCoast 99. Exceptional candidates gravitate to Summa because of its culture, passion for delivering excellent service to our patients and families commitment to our philosophy of servant leadership, collegial working relationships at every level of the organization and competitive pay and benefits.

Summary:
Serves as a first point of contact for employees, vendors, and patrons at hospital entrances. Creates a positive first impression for patients, families and visitors when they enter various key access points to any Summa hospital. Ensures that those entering the building are permitted to enter to help ensure the health and safety of those in the facility. Efficiently provides direct assistance to patients, families and/or visitors ranging from confirmation of scheduled appointments, pre-registration status, testing/department locations, etc. Assists in ensuring compliance with local and federal laws governing access to our facility. As well with employee, patient and visitor safety.

Minimum Qualifications:

1. Formal Education Required:
a. High School diploma or equivalent

2. Experience & Training Required:
a. One (1) year experience in direct role in customer service.
b. Must be able to meet and exceed the Service Excellence Standards of Summa Health System.

3. Other Skills, Competencies and Qualifications:
a. Ability to demonstrate basic computer skills and possess the ability to maintain the ability to use various computer applications Population Specific Competency: Ability to effectively interact with populations of patients/customers with an understanding of their needs for self-respect and dignity.
b. Ability to actively listen to patients/visitors with understanding, empathy and professionalism.
c. Must maintain accurate knowledge of the hospital layout and new building construction.
d. Ability to effectively elicit/provide information to and from appropriate individuals (including, but not limited to, supervisors, co-workers, visitors) utilizing strong communication skills.
e. Excellent customer service & problem resolution
f. Ability to deescalate an angry visitor/patient.
g. Ability to work well under pressure
h. Ability to quickly analyze situations and react appropriately
i. Excellent attendance record
j. Demonstrates good judgement and behavior
k. Maintains a professional relationship with employees, vendors, and patrons.
l. Must have basic phone and computer skills (email, texting, etc.)
m. Ability to work alone and in a team.
n. Ability to work with minimal supervision
o. Ability to learn how to navigate through the facility.

4. Level of Physical Demands:
a. Sedentary: Exerts up to ten pounds of force occasionally and/or a negligible amount of force frequently.