Guest Services Ambassador

J  o  b    D  e  s  c  r  i  p  t  i  o  n

JOB INFORMATION

Effective Date:

8/12/2026

Entity:

Wisconsin

Job Code:

410029

Job Title:

Guest Services Ambassador

FLSA Exemption Status:

Non-Exempt

Management Level:

Individual Contributor

JOB SUMMARY

The Guest Services Ambassador will engage with all individuals entering the facilities with energy and enthusiasm and set a positive tone for an outstanding guest experience. This position is responsible for the smooth flow of patients and visitors at all designated entrances of UW Health locations navigating them throughout the facility.

ESSENTIAL DUTIES

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Serve as the first point of contact for patients and visitors entering the facilities to provide a remarkable patient and family experience.

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Complete the health screening questions with patients and visitors or direct them to area-specific health screening workflows.

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Enforce visitor policies and food and beverage guidelines.

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Provide wayfinding information and help guide patients and visitors to their destinations.

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Escort patients and visitors to registration, clinics, waiting areas, inpatient units, etc. using wheelchairs and other mobility devices.

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Maintain orderly storage of supplies and keep the entrance areas neat and organized.

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Clean equipment in accordance with Infection Control policy.

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Help to create standard work, improve processes within the role, and be flexible with other duties as assigned.

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Warmly greet our patients, visitors, and staff to create a welcoming environment.

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Engage by being friendly, showing care, and making connections.

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Ask health screening questions clearly to patients and visitors while wearing proper Personal Protective Equipment.

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Follow health screening policies and workflows.

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Offer wayfinding assistance to patients and visitors by providing information and directions to their destinations.

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Aid in mobility assistance to and from their destination ensuring patient safety, comfort, and privacy.

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Anticipate guest needs, respond rapidly, and own issues until it is resolved.

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Embrace diversity and be inclusive.

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Foster continuous improvement and promote cross-functional teamwork.

As needed, additional responsibilities reasonably within the scope of duties and physical requirements may be assigned.  ALL DUTIES AND REQUIREMENTS MUST BE PERFORMED CONSISTENT WITH THE UW HEALTH PERFORMANCE STANDARDS AND RESPECT FOR PEOPLE COMMITTMENTS.

X

Non-Clinical

JOB REQUIREMENTS

No minimum education

Required

Customer service experience, administrative support, retail, or related experience

Preferred

LICENSE, CERTIFICATIONS, AND REGISTRATIONS MUST BE MAINTAINED PER UW HEALTH POLICY. 

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Ability to be organized and flexible in response to changing demands.

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Ability to ensure a high level of a patient, visitor, employee, and external customer satisfaction.

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Ability to maintain the information confidential in nature.

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Ability to make appropriate and timely decisions.

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Ability to multi-task and work at a rapid pace.

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Ability to read and interpret documents such as safety rules, procedure manuals, and short correspondence and memos.

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Ability to teach basic skills and techniques to peers.

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Ability to travel and work at other UW Health hospitals and clinics in Dane county.

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Ability to use and recognize medical terminology.

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Ability to work independently or as part of a team with little supervision.

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Basic communication skills and working knowledge of the English language.

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Effective organizational and planning abilities.

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Problem solving skills.

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Willingness to use initiative and handle extra duties as needed.

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Ability to communicate effectively, interpret written information, and work accurately with numerical data to support daily tasks.

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Ability to use professional judgment and manage complex, sensitive, and time-critical situations involving patients, families, and clinical staff.

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Must demonstrate strong interpersonal skills.

PHYSICAL REQUIREMENTS/WORKING CONDITIONS

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Sedentary: Sedentary work involves lifting no more than 10 pounds at a time and occasionally lifting or carrying articles like docket files, ledgers, and small tools. Although a sedentary job is defined as one which involves sitting, a certain amount of walking and standing is often necessary in carrying out job duties. Jobs are sedentary if walking and standing are required occasionally and other sedentary criteria are met.

Up to 10#

Negligible

Negligible

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Light: Light work involves lifting no more than 20 pounds at a time with frequent lifting or carrying of objects weighing up to 10 pounds. Even though the weight lifted may be very little, a job is in this category when it requires a good deal of walking or standing, or when it involves sitting most of the time with some pushing and pulling of arm or leg controls. To be considered capable of performing a full or wide range of light work, you must have the ability to do substantially all of these activities. If someone can do light work, we determine that they can also do sedentary work, unless there are additional limiting factors such as loss of fine dexterity or inability to sit for long periods of time.

up to 20#

Up to 10# or requires significant walking or standing or requires pushing/pulling of arm/leg controls.

Negligible or constant push/pull of items of negligible weight

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Medium: Medium work involves lifting no more than 50 pounds at a time with frequent lifting or carrying of objects weighing up to 25 pounds. If someone can do medium work, we determine that they can also do sedentary and light work.

20-50#

10-25#

Negligible-10#

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Heavy: Heavy work involves lifting no more than 100 pounds at a time with frequent lifting or carrying of objects weighing up to 50 pounds. If someone can do heavy work, we determine that they can also do medium, light, and sedentary work.

50-100#

25-50#

10-20#

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Very Heavy: Very heavy work involves lifting objects weighing more than 100 pounds at a time with frequent lifting or carrying of objects weighing 50 pounds or more. If someone can do very heavy work, we determine that they can also do heavy, medium, light, and sedentary work.

Over 100#

Over 50#

Over 20#

Other - list any other physical requirements or bona fide occupational qualifications not indicated above:

Over 50 lbs.

UW Health does not require, nor does it expect that its employees lift more than 50 lbs unassisted. Objects in excess of 50 lbs should be lifted or moved with mechanical means or through a team lift. Employees in patient care areas are expected to utilize mechanical lifts and adhere to the "Use of Mechanical Lifts (Liko)" policy in the Patient Services Policy and Procedure Manual.

Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.

THE EMPLOYEE MUST BE ABLE TO COMPLETE ALL PHYSICAL REQUIREMENTS OF THE JOB WITH OR WITHOUT AN APPROVED ACCOMODATION. Note: The purpose of this document is to describe the general nature and level of work performed by personnel so classified; it is not intended to serve as an inclusive list of all responsibilities associated with this position.