Patient Experience Ambassador

Position Overview

The Patient Experience Ambassador plays a vital role in delivering a best-in-class, hospitality-driven experience within the skilled nursing community. This individual serves as a primary point of contact for residents, families, and visitors, ensuring every interaction reflects professionalism, warmth, and empathy. The role blends customer service excellence with healthcare sensitivity to create an upscale environment that promotes comfort, trust, and connection.

Key Responsibilities

• Build relationships with patients and families to understand specific preferences, needs, and concerns.
• Support the admissions process by orienting new patients and families to the community with a seamless welcome experience.
• Provide concierge-level services, including directions, scheduling assistance, and coordination of services.
• Maintain a polished, organized, and inviting front-of-house environment.
• Serve as a liaison between families and interdisciplinary teams to ensure proactive communication.
• Respond thoughtfully to feedback and take initiative to resolve concerns through effective service recovery.
• Cookbook with internal departments to ensure seamless service delivery and identify opportunities for continuous improvement.
• Document interactions, feedback, and service requests while assisting with quality improvement initiatives and surveys.
• Performs other duties as required, including supporting special events and general administrative or front desk functions.

Qualifications

• Education/Experience: 1+ years of experience in hospitality, customer service, healthcare, or a related field. Experience in healthcare or senior living is preferred but not required.
• Skills: Strong interpersonal and communication skills with high emotional intelligence.
• Competencies: Ability to navigate sensitive situations with empathy ; highly organized, detail-oriented, and proactive ; comfortable in a fast-paced, team-oriented environment.

Benefits

• Health insurance
• Retail plans
• Paid time off
• Professional development opportunities

Equal Opportunity Employer (EOE)