About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 6000 employees, is dedicated to the prevention and cure of cancer and other life-threatening diseases and guided by a compassionate, patient-centered philosophy.
Founded in 1913 and headquartered in Duarte, California, City of Hope is a remarkable non-profit institution, where compassion and advanced care go hand-in-hand with excellence in clinical and scientific research. City of Hope is a National Cancer Institute designated Comprehensive Cancer Center and a founding member of the National Comprehensive Cancer Network, an alliance of the nation's leading cancer centers that develops and institutes standards of care for cancer treatment.
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Position Summary
The City of Hope Senior Lobby Ambassador role demonstrates exceptional critical thinking ability and would be sought out to support the Lead Ambassador to carry out special assignments aimed to improve operational efficiency. The Sr. Lobby Ambassador would also be responsible for training new employees according to the standards set forth by the department. The Sr. Lobby Ambassador possesses superior customer service ability while performing all functions of the Lobby Ambassador role. The Sr. Lobby Ambassador assists with meet and greet, mobility, wayfinding, directions, transportation via electric cart, and connecting patients and families to City of Hope resources. The Sr. Lobby Ambassador provides wayfinding and transportation services by greeting patients/families who are arriving on the Duarte Campus. In addition, the Sr. Lobby Ambassador uses an electric vehicle or wheelchair to move the patient from a parking lot or valet area to hospital or outpatient destination.
Key Responsibilities include:
Guest/Patient Service:
- Meets, greets and assists patients, guests and colleagues with way finding (providing directions), obtaining wheelchairs and providing transport from the parking areas or external areas of campus into buildings.
- Acknowledges and greets patients, guests and colleagues with a professional and friendly demeanor.
- May accesses patient information to confirm appointment times, appointment locations and room numbers to guests.
- May provide some concierge services to assist patients and guests with accessing Internet information (e.g., driving directions, restaurants, shopping and amenities) within the City of Hope and local community.
- Ensures that patient and business confidentiality is maintained at all times.
- Demonstrates a willingness and ability to help others at all times.
- Coordinates patient needs with other departments.
Training and Special Assignments:
- Demonstrate effective critical thinking ability to triage complex situations and facilitate positive resolutions. Responsible for training new lobby ambassadors according to the standards set forth by the department. Ensure uniform standards are being met. Execute special assignments as needed as directed by the Lead/Supervisor for the department. Responsible for the replenishment of the ambassador stations (cleaning supplies, office supplies, PPE).
Safety and Risk Management:
- Corrects and/or reports safety, maintenance and cleaning needs.
- Responds to Code Blue and Code Red emergencies with appropriate equipment.
- Follows site specific safety and security procedures.
- Practices preventative safety procedures as set forth by City of Hope, including safe lifting techniques.
- Uses only equipment trained to use and operates all equipment in a safe manner.
- Is knowledgeable of hospital disaster codes and response plans.
- Follows City of Hope standard operating procedures for disaster codes and response plans.
Systems and Standards:
- Completes all tasks in a timely manner as instructed by lobby ambassador supervisor or Support Services Manager. * Treats guests, patients and colleagues with courtesy, respect and dignity.
- Follows all appearance standards as set forth by City of Hope, including complete approved pressed uniform.
- Follows all attendance standards as set forth by City of Hope.
- Executes all terms and conditions as set forth in the City of Hope Code of Conduct and other policies and procedures.
- Utilizes City of Hope logs as specified.
- Completes tasks as outlined within the standard operating procedures.
- Maintains clean, neat work environment including all surrounding areas of office, work area and desk.
- All other duties as assigned.
Follows established City of Hope and department policies, procedures, objectives, performance improvement, attendance, safety, environmental, and infection control guidelines, including adherence to the workplace Code of Conduct and Compliance Plan. Practices a high level of integrity and honesty in maintaining confidentiality.
Performs other related duties as assigned or requested.
Basic education, experience and skills required for consideration:
- High school diploma or equivalent
- Three years of experience in a customer service role with at least two years providing face-to-face customer service.
- Current CA Driver's License, ability to drive a golf cart
- CPR and First Aid
- Must be able to lift and/or move up to 50 pounds frequently and up to 75 pounds occasionally. Must be able to push and pull 75 pounds frequently and 100 pounds occasionally. Working flexible schedules and extended hours are sometimes required.
- Regularly required to stand; walk; sit; use hands to finger, handle, or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl; talk and hear.
Additional Information:
- To protect the health of patients and staff and to comply with new State of California mandates, City of Hope staff are required to show proof of full vaccination. Compliance is a condition of employment.
- 2 openings available
City of Hope is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, sex, sexual orientation, gender identity, age, status as a protected veteran, or status as a qualified individual with disability.
- Posting Date: Oct 27, 2021
- Job Field: Support Services
- Employee Status: Regular
- Shift: Day Job