Experience Ambassador - Full Time

About the role

The Experience Ambassador serves as a consumer advocate and liaison between patients/visitors and physicians and team members. This position captures feedback through proactive patient rounding and reports trends impacting the patient experience. The Experience Ambassador utilizes resourcefulness, interpersonal and communication skills, and service recovery methods to address consumer complaints, communicates hospital policies, procedures, and services, and safeguards patient rights. The Experience Ambassador provides support to families in crisis and performs all of the functions of the Experience Coordinator.

Responsibilities

• Performs all of the functions of the Experience Coordinator including the call center function, notary services for hospital-related documents, education/completion of advance directives, facilitating the administrative referral process, lost property claims, and general office support when needed.
• Proactively rounds on patients using technology to capture feedback regarding their experience.
• Serves as a liaison between patients/visitors and physicians and all team members to enhance communication, promote good working relationships, accomplish assigned duties, and improve the delivery of care.
• Utilizes resourcefulness, interpersonal skills, and service recovery methods to address patient/visitor concerns prior to discharge.
• Welcomes all guests to the medical center by proactively greeting them using proper verbal and non-verbal communication and provides visitor or vendor passes in accordance with visitation policy.
• Remains visible and positions himself/herself at the information desk with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
• Directs conference participants to accurate conference area and/or investigates location of meeting for guests requesting assistance.
• Escorts or arranges for escort of maternity, cancer patients, and other patients requiring a wheelchair to their location as necessary.
• Makes confirmation calls for cancer center patients, completes sign-in into Epic upon arrival, and announces patients to registration.
• Enforces Access Control function by advising guests of the visiting and access policies, alerting security to any violations that cannot be readily addressed using de-escalation and/or service recovery techniques, assisting security as necessary with visitor situations in the lobby areas, including evacuation of lobby if required.
• Completes event reports as needed.
• Explains parking options and any associated fees or discount programs (i.e., extended stay or repeat visits).
• Handles routine inquiries/issues, and directs patient complaints to appropriate individuals and follows through with patients/visitors to ensure their satisfaction prior to discharge.
• Communicates hospital policies, procedures and services and seeks creative solutions to meet consumer expectations.
• Ensures compliance with patient rights such as privacy and dignity and provides comfort measures as indicated.
• Routinely conducts environmental observations (i.e., cleanliness, noise) and follows up to address issues identified through proactive rounding and/or areas of coverage, such as lobby, public restrooms, wheelchairs etc.
• Maintains accurate monetary exchange for sale of newspapers and coordinates delivery of mail, flowers, gifts etc.
• Adheres to all HMH, hospital and departmental policies and procedures.
• Identifies and reports trends to Experience leader and team members.
• Directs grievances to Experience Advisor for investigation and follow through with the patient or patient's representative.
• Provides support as needed to families in crisis by addressing their needs, facilitating requests, and calling upon necessary resources.
• Serves as a resource to visitors waiting in patient care areas.
• Ensures high department morale and smooth transition of work by maintaining a good working relationship with colleagues and volunteers, and completing all change of shift requirements.
• May be required to stand for all or part of shift and physically assist patients and visitors.
• May perform all functions of the Experience Service Coordinator.
• Performs other duties as assigned by department leadership.
• Anticipates the needs of the patient population served in relation to their age, culture, language, hearing and/or visual impairment, etc., and provides customer service to meet those needs.
• Participates in special projects as needed.
• Adheres to the standards identified in the Medical Center's Organizational Competencies.
• Lifts a minimum of 10 lbs., pushes and pulls a minimum of 20 lbs. and stands a minimum