Patient Ambassador I Patient Experience

The patient ambassador promotes a positive patient experience by facilitating an interdisciplinary approach to providing high-quality and coordinated care in the Emergency Department. Rounds on patients and the Emergency Department environment to ensure a positive patient experience and to expedite hospital throughput by anticipating and preventing bottlenecks in patient flow. Responsible for providing patients with consistent information and status updates by acting as a liaison between the patient, hospital staff and faculty. Identifies and provides resolution to patient requests through collaboration with physician, nursing and ancillary departments. Serves as the point of contact to addresses patient concerns and employs de-escalation techniques and service recovery. Provides management direction and responsible for training Emergency Department volunteers. Tracks and maintains detailed reports about patient complaints and requests; communicates areas of concern to hospital and COM leadership for service and quality improvement. Proposes strategic solutions to enhance coordinated care to the ED Service Ambassador program administrative and physician champions.
 

Minimum Education and Experience Requirements:

• High school diploma and three (3) years of relevant experience required. May also qualify with associate's degree and one (1) year of relevant experience or with bachelor's degree.
• Two (2) years of clerical/customer service experience strongly preferred, ideally in a health care or hospitality-related industry working with a concierge-style service model.
• High level of success when de-escalating patient complaints with creative and situation-appropriate resolutions.
• Must have excellent interpersonal, customer service and communication skills.
• Must be able to perform independently under stress when confronted with emergency or critical situations.
• Incumbent must be comfortable discussing a variety of medical situations with patients and families in a professional and confidential manner.
• Must be able to multitask effectively in a fast-paced and dynamic environment, maintaining a high standard of patient focus while making generalizations, evaluations or decisions based on sensory or judgmental criteria.
• A working knowledge of medical terminology would be helpful.