Lobby Ambassador

City of Hope

Duarte, CA

Job posting number: #7098782 (Ref:10016005)

Posted: April 27, 2022

Application Deadline: Open Until Filled

Job Description

About City of Hope

City of Hope is an independent biomedical research and treatment organization for cancer, diabetes and other life-threatening diseases.

Founded in 1913, City of Hope is a leader in bone marrow transplantation and immunotherapy such as CAR T cell therapy. City of Hope’s translational research and personalized treatment protocols advance care throughout the world. Human synthetic insulin, monoclonal antibodies and numerous breakthrough cancer drugs are based on technology developed at the institution.  AccessHope™, a subsidiary launched in 2019 serves employers and their health care partners by providing access to City of Hope’s specialized cancer expertise.

A National Cancer Institute-designated comprehensive cancer center and a founding member of the National Comprehensive Cancer Network, City of Hope is ranked among the nation’s “Best Hospitals” in cancer by U.S. News & World Report and received Magnet Recognition from the American Nurses Credentialing Center. Its main campus is located near Los Angeles, with additional locations throughout Southern California and in Arizona.

City of Hope’s commitment to Diversity, Equity and Inclusion

We believe diversity, equity and inclusion is key in serving our mission to provide compassionate patient care, drive innovative discovery, and advance vital education focused on eliminating cancer and diabetes in all of our communities.  Our commitment to Diversity, Equity and Inclusion ensures we bring the full range of skills, perspectives, cultural backgrounds and experiences to our work -- and that our teams align with the people we serve in order to build trust and understanding.  We are dedicated to fostering a community that embraces diversity - in ideas, backgrounds and perspectives; this is reflected in our work and represented in our people.

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

Required Certification/Licensure:

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

Additional Information:

  • As a condition of employment, City of Hope requires staff to comply with all state and federal vaccination mandates.
  • Part Time Day Shift 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.

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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