About City of Hope
City of Hope, an innovative biomedical research, treatment and educational institution with over 6,000 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 20 leading cancer centers that develops and institutes standards of care for cancer treatment.
The City of Hope Lobby Ambassador provides a high level of customer service to assist with meet and greet, mobility, wayfinding, directions, transportation via electric cart, and connecting patients and families to City of Hope resources. The ambassador is the liaison between the external environment, valet parking area and the patient registration area and/or hospital destination of the patient. The ambassador provides wayfinding and transportation services by greeting patients/families who are arriving on the Duarte Campus. In addition, the Ambassador may use an electric vehicle or wheelchair to move the patient from a parking lot or valet area to hospital or outpatient destination. The ambassador delivers services with a high level of engagement, interpersonal skills, safety acuity, and City of Hope values.
Key Responsibilities include:
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.
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.
The following non-essential functions may be reassigned:
Maintain cleanliness of valet area wheelchairs
Work at City of Hope special events as needed
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.
Basic education, experience and skills required for consideration:
High school diploma or equivalent
Two years of experience in a customer service role with at least one year providing face-to-face customer service.
Ability to read, speak and write standard English language.
Ability to read and comprehend simple instructions, short correspondence and memos.
Ability to write simple correspondence
Ability to understand 24-hour military time systems.
Knowledge of equipment including telephones, codes and alarms, two-way radios, disaster phone, fire panel and surveillance system.
Ability to perform general typing and basic computer skills. Ability to prioritize tasks and remain calm in stressful situations.
Ambassador is 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.
Specific vision abilities required by the job include, close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.
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
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: Mar 2, 2020
Job Field: Support Services
Employee Status: Regular
Shift: Day Job
City Of Hope