Patient Ambassador - M-F - 8A - 4:30P

Duties And Responsibilities

• Intake patients and ask questions based on screening criteria
• Keep individuals and screening station in an organized fashion to prevent crowding
• Inform patients and the public of current process and screening flow
• Work with other department staff to communicate patient or scheduling needs and patient screening information
• Solicit guidance when additional questions arise in the process of screening a patient
• Act as a friendly and approachable point of contact for patients and their families, addressing their concerns, answering questions, and providing emotional support
• Aid patients and families in navigating the healthcare facility, guiding them to various departments, appointments, and amenities
• Assess patient medical status to ensure emergency situations are addressed promptly by directing those individuals to a medical provider or emergency services
• Proactively approach & greet all guests in an effort to provide an exemplary first impression that fosters an inclusive and welcoming environment
• Confirm patient’s needs and take appropriate screening action or provide appropriate information, direction, and escorting as requested and according to established policies and procedures
• Listen carefully and be sensitive to the needs and wishes of all guests
• Treat all guests with dignity and respect
• Enter and/or retrieve data from established computer systems using knowledge of various computer software applications
• Communicate in a way that supports patient confidentiality
• Observe/maintain the assigned area for potential safety or security issues, overall neatness, and cleanliness - notify appropriate personnel to ensure that corrective action is taken, as necessary
• Act as a liaison between patient families, clinical areas, and physicians to provide efficient and accurate information flow
• Assist with appointment confirmation, call no show, and reschedule cancelled appointments as needed
• Gather feedback from patients and their families regarding their experiences to facilitate continuous improvement in patient care
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

Qualifications

• A High School Diploma or equivalent GED is required
• One (1) year of customer/patient service-related work
• Prior experience in a customer service or patient-facing role within a healthcare or hospitality setting is preferred but not mandatory
• Excellent interpersonal skills
• Ability to perform a variety of duties - often changing from one task to another of a different nature without loss of efficiency or composure
• Strong verbal and written communication skills
• Maintain a professional and courteous demeanor at all times
• Basic computer skills required