What are the responsibilities and job description for the Surgery Ambassador position at Singing River Health System?
Position Overview
The Surgery Ambassador is to be an attentive employee who is focused on welcoming, assisting and directing surgery patients, family members and guests in the Surgery Waiting, Catherization Lab and Outpatient procedures areas. The Ambassador is responsible for creating the first impression for guests and for maintaining consistent communication between guests and clinical staff.
This individual will have the ability to influence the overall hospital experience by their interactions that include greeting, offering assistance, providing a comfortable waiting environment, providing timely information and updates, escorting / directing guests to their destination, and communicating with physicians and other clinical staff.
The Surgery Ambassador is to be a dedicated, customer service minded individual; polite, helpful, and responsible. He / She must possess excellent communication and customer service skills; high energy and enthusiasm; and an ability to work well in busy, demanding situations while maintaining a high level of customer service; able to adapt communication and interaction to age-specific needs and high-stress situations.
DISCLAIMER : This is not necessarily an exhaustive list of all responsibilities, duties, skills, efforts, requirements or working conditions associated with the job. While this intends to be an accurate reflection of the current job, management reserves the right to revise the job or to require that other or different tasks performed as assigned.
Education :
High School diploma, or GED, required. Bilingual skills, clinical or customer service background desired.
License : N / A
Certifications :
Must have de-escalation training completed by the end of position orientation (90 days); must have appropriate level of de-escalation training.
Experience :
Previous work in a healthcare setting desired, preferably in an outpatient or inpatient surgical setting, or previous work in customer service, communications or hospitality.
Reports to :
Guest Relations Director or Manager as assigned.
Supervises : None
Physical Demands :
Work is moderately active : involves sitting with frequent requirements to move about the office, move about the facility, and to travel to another facility within the SRHS service area.
Work involves using many physical motions in performing daily work activities; subject to exposure of body fluids, sputum and tissues, which may carry the hazard of infectious disease. Work involves using repetitive motions : substantial movements of the wrists, hands, and or fingers while operating standard office equipment such as computer keyboard.
Work involves being able to perceive the nature of sound at normal speaking levels with or without correction; the ability to make fine discriminations in sound. Work requires close visual and acuity and the ability to adjust the eye to bring an object into sharp focus, shift gaze from viewing a computer monitor to forms / printed material that are closer to compare data at close vision.
Must be able to be active for extended periods of time without experiencing undue fatigue. Must be able to work schedules assigned with the understanding that changes may be instituted according to the needs of the hospital for off days, shifts or weekends.
Mental Demands :
Must demonstrate keen mental faculties / assessment and decision making abilities. Must demonstrate superior communication / speaking / enunciation skills to receive and give information in person and by telephone. Must demonstrate strong written and verbal communication skills. Must possess emotional stability conducive to dealing with high stress levels. Must demonstrate ability to work under pressure and meet deadlines.
Attention to detail and the ability to multi-task in complex situations is required. Must have the ability to maintain collaborative and respectable working relationships throughout SRHS and other organizations.
Special Demands :
Must possess superior customer service skills and professional etiquette. Must possess proficient knowledge and ability to use a computer (must be keyboard proficient) and other office technology (, telephone, fax, etc.), MS Outlook and Word.
