Patient Experience Ambassador

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Responsibilities

• Performs a wide range of duties to ensure that support and information are available to patients, families, and visitors who are entering all main entrances of the hospital.
• Provides a warm and welcoming greeting to all people entering the hospital, at all main entrances. Determine the needs of patients and guests entering the hospital to meet customer needs.
• Provides directory, escort, and transport services (specific to Yale New Haven Hospital and St Raphael campuses only).
• 1.1 Provides wheelchair transports or escorts to patients and guests in a timely manner to their destination throughout the hospital and associated facilities.
• Oversees amenities for patients and guests including orchestration of service recovery tools. Keeps work areas and lobby clean and neat at all times.
• 3.1 Provides a variety of info for patients/guests regarding local restaurants, banking, hotels, and shops. Keeps adequate 'Guide to New Haven' on hand for use.
• Required to provide cross-coverage between YNHH campuses, based on operational need.

Qualifications

• Educational requirements: High school graduate or equivalent required. Associate degree in hospitality, human services, social work, or like field preferred.
• Experience: Minimum of 1 year of experience in the healthcare and/or customer service industry with demonstrated experience in problem-solving and diffusing and handling sensitive issues with minimal supervision. Proven outstanding customer service skills.
• Special Skills: Bilingual English and Spanish preferred. Knowledge of proper wheelchair use is preferred. Excellent communication and customer service skills, attention to detail, and physical endurance.