Patient Ambassador | Patient Experience

UF Health Shands Hospital - Gainesville

Job ID: 86689
Full/Part Time: Full-Time
Regular/Temporary: Regular
Department: Patient Experience
Shift/Days: 2 p.m. - 10:30 p.m., Monday-Friday
Posted FTE: 1.00 = 40 Hours

Job Opening Summary


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 address patient concerns and employs deescalation 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.

Job Opening Qualifications


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 deescalating 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.

Minimum Pay Rate - Hourly: $15.45
Midpoint Pay Rate - Hourly: $19.65

Apply Now

Internal Applicants - Apply Here

We invite you to join our team! Our work and passion for excellence are intended to have an impact beyond the communities in which we serve. You may apply for a maximum of 10 positions at any given time. For general application process topics please review our Frequently Asked Questions. For technical assistance please contact Human Resources at 352-265-0441.

UF Health Shands Hospital is committed to diversity as a competitive advantage in attracting top talent from across the nation and around the world. We believe in sharing knowledge, learning from one another, valuing different opinions, and celebrating the things that make each one of us unique in our own right. UF Health Shands Hospital is an equal opportunity employer and drug-free workplace. Equal Opportunity Employer M/F/D/V

UF Health Shands Hospital - Gainesville
Gainesville, FL 32608

Why Work With UF Health

Benefits to fit your life.

As you would expect from an organization this size, our core benefits include medical insurance and prescription drug plans, short-term and long-term disability, life insurance, generous paid time off, 10 paid holidays per year and an employee assistance plan. Voluntary benefits include tuition reimbursement, dependent care and health care reimbursement accounts, dental insurance, vision plan and more. Retirement benefits include a 403(b) plan.

About UF Health
About UF Health

UF Health Shands is recognized as Florida’s premier hospital system, thanks to our commitment to quality clinical care that yields outstanding outcomes and continually earns us national recognition. It is our privilege to offer distinguished, patient-centered care and build upon our role as the state’s premier provider of medical expertise and specialties.

UF Health ranks 53rd on the 2021 Forbes list of Florida’s 100 best workplaces and ranks 31st on their list of best workplaces in the nation for women. UF Health Shands Hospital was included in Indeed’s list of the “2019 Top-Rated Workplaces” for hospitals, which recognizes the 25 “Best Hospitals” in the U.S. We are number 20.

About The Area
Welcome to the Sunshine State.

There’s a reason the Sunshine State is the tourism capital of the world and the third-most populous state in the country. As a Florida resident, you’re never far from the world’s best beaches, theme parks and attractions (and their Florida resident discounts), and cultural arts. Factor in our favorable tax rate and entrepreneurial spirit, and it’s easy to see why so many individuals, families and businesses choose to make Florida their home.

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