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 Ambassador Supervisor is responsible for overseeing the activities of the ambassador shift staff which provide ambassador functions to City of Hope. The Ambassador Supervisor assists in leading the provision of the City of Hope ambassador services to create the best experience of the City of Hope's patients, family members, employees and vendors, for the main campus, local community sites for the operation of the parking facilities. The role is also responsible for the overall shift management of the ambassador team.
The Ambassador Supervisor must be able to interact positively with patients, family members, visitors, employee and all levels of management across the full spectrum of business unit owners and demonstrate ownership of deliverables. Ability to build and maintain rapport and adapt rapidly to shifting priorities is critical.
The role requires a customer service professional with experienced qualifications and demonstrated experience at a supervisory level in a similar environment, and a strong background in customer service, hospitality or related fields. Specialized knowledge and experience in the operational aspects of customer service, customer service systems, parking and/or hospitality and the development and implementation of strategies and policies relating to these areas.
Demonstrated ability to lead in the fields of customer service, systems, personnel management, parking, and demonstrated ability to undertake complex solutioning, including those into sensitive matters, and produce clear and impartial reports on the findings.
Demonstrated experience managing the customer service and complaint responses.
Key Responsibilities include:
Ambassador Management:
- Supervises Guest/Patient Service in the following areas:
- Meeting, greeting and assisting of patients, guests and colleagues with way finding (providing directions), obtaining wheelchairs and providing minimal transport.
- Acknowledging and greeting of patients, guests and colleagues with a professional and friendly demeanor.
- Accessing patient information to confirm appointment times, appointment locations and room numbers to guests on an as-needed basis
- 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.
- Supervise ambassador shift including those driving, those acting as greeters both on and off the curb. Provides updates to staff at beginning of each shift. Responsible for proper execution of assigned duties. Interacts with parking team, patient transport and volunteers as required.
- Knowledgeable of and adheres to all COH rules, regulations, policies, and orders. Responsible for ambassador on or at any assigned City of Hope locations.
- Provide input to the annual operating budgets for the ambassador program.
- Effectively motivate, coach and manage staff to achieve prescribed objectives by providing clear performance expectations and regular feedback. Document performance outcomes and ensure poor performance is addressed and high performance is recognized and rewarded.
- Supervise the day to day processes for ambassadors, radios, golf carts, directions, traffic management, complaints, event management and patient/public parking.
- Ambassador services to be supplied to agreed standards, within budget and to agreed timeframes while maintaining effective relationships with clients across the organization
- Create and maintain internal documentation such as dashboards and system reports to measure current system health in real time.
- Undertake investigations into customer complaints and other sensitive matters which may have reputational implications for City of Hope. Recommend strategies to minimize risk, inform management and provide cost effective outcomes. Liaise closely with senior management, security and other regulatory bodies.
Reports, Monitors and Trains:
- Maintains records and prepares incident reports and other documents pertinent to ambassador activities.
- Maintains department records, reports, and files as required.
- Create and provide training to all ambassador staff.
- Trains the dispatchers within the Ambassador Program as well as creates and develops monthly reporting for statistical analysis.
- Enhances professional growth and development through participation in educational programs, reviewing current literature, attending in-service meetings, and workshops to keep up to date with current ambassador industry trends.
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:
- Bachelor's Degree, Hospitality, Business, Computer Science. Experience may substitute for minimum education requirements
- 3 years of Supervisory or Management experience
- 5 years of experience in Customer Service or Hospitality Industry
- Current CA Driver's License, able to drive a golf cart
- CPR and First Aid
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.
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: Evening Job