Patient Experience Ambassador

Responsibilities

• Manage experience ambassador daily visits in person and over the phone.
• Conduct daily rounds on assigned patients throughout their hospital stay.
• Build trusting relationships through active listening, empathy, and compassionate communication.
• Assess patients' nonclinical needs, concerns, and overall experience during each visit.
• Identify unmet nonclinical needs and coordinate appropriate solutions with hospital departments.
• Provide patients with information regarding hospital services, amenities, and available resources.
• Escalate patient concerns or service recovery opportunities to patient services/representatives.
• Document number of patients seen, patient interactions and follow-up actions according to departmental guidelines.
• Collaborate with nursing, case management, environmental services, nutrition, and other departments to address patient needs.
• Recognize opportunities to improve the patient experience and communicate recommendations to leadership.
• Maintain patient confidentiality and comply with all HIPAA and hospital policies.
• Perform other duties as assigned to support the organization's patient experience goals.
• Engages in research, data analysis, project management and/or administrative assistance for initiatives and projects as assigned.
• Contributes actively by collaborating with other team members and providing input, recommendations, and feedback.
• Completes project assignments.
• Performs work assignments in support of the department and/or organizational goals in an accurate and timely manner.
• Documents core operational processes such as creating detailed process maps and associated materials for understanding current state and future state processes.

Qualifications

• Currently enrolled for a degree in business, nursing, operations management, industrial engineering, healthcare, statistics, or related discipline at an accredited institution OR Two (2) years of professional experience in business, nursing, operations management, industrial engineering, healthcare, statistics, or related discipline OR Bachelor’s degree in business, nursing, operations management, industrial engineering, healthcare, statistics, or related discipline.
• Demonstrated ability to interact professionally and effectively with hospital patients, families, and visitors.
• Proven ability to build relationships and communicate effectively with individuals at all levels of the organization, including senior leadership.
• Exceptional customer service and interpersonal skills.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Excellent problem-solving skills with the ability to identify issues and implement proactive solutions.
• Strong written and verbal communication skills with a collaborative, team-oriented approach.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint, and experience using project management, process mapping, and data analysis tools.
• Demonstrated ability to coordinate projects, meetings, and cross-functional initiatives.
• Strong collaboration and relationship-building skills, with the ability to influence stakeholders and foster trust.
• Strong technical aptitude and the ability to quickly learn new systems, processes, and technologies.
• Effective time management skills with the ability to prioritize work in a fast-paced environment.
• Demonstrated ability to foster a positive team environment through recognition, support, and engagement of team members.