Lobby Ambassador

City of Hope

Duarte, CA

Job posting number: #7092241 (Ref:10014877)

Posted: January 14, 2022

Application Deadline: Open Until Filled

Job Description

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 leading cancer centers that develops and institutes standards of care for cancer treatment.

Position Summary

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 Lobby Ambassador is the liaison between the external environment, valet parking area and the patient registration area and/or hospital destination of the patient. The Lobby Ambassador provides wayfinding and transportation services by greeting patients/families who are arriving on the Duarte Campus. In addition, the Lobby 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 Lobby Ambassador delivers services with a high level of engagement, interpersonal skills, safety acuity, and City of Hope values.

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.

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.

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 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. 
  • 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

Basic certifications/licenses:

  • Valid driver’s license, ability to drive a golf cart
  • CPR and First Aid through American Heart Association

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 by September 30, 2021.  Compliance is a condition of employment.  
  • Part-Time, Days Shift

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.

City of Hope is a community of people characterized by our diversity of thought, background and approach, but tied together by our commitment to care for and cure those with cancer and other life-threatening diseases. The innovation that our diversity produces in the areas of research, treatment, philanthropy and education has made us national leaders in this fight. Our unique and diverse workforce provides us the ability to understand our patients' needs, deliver compassionate care and continue the quest for a cure for life-threatening diseases. At City of Hope, diversity and inclusion is a core value at the heart of our mission. We strive to create an inclusive workplace environment that engages all of our employees and provides them with opportunities to develop and grow, both personally and professionally. Each day brings an opportunity to strengthen our work, leverage our different perspectives and improve our patients’ experiences by learning from others. Diversity and inclusion is about much more than policies and campaigns. It is an integral part of who we are as an institution, how we operate and how we see our future.

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