Welcome Ambassador - Full Time - Day

About the role

The Welcome Ambassador plays a crucial role in the emergency department, ensuring a welcoming and supportive environment for patients and their families.

Responsibilities

• Greets patients and their family members upon entrance to the emergency department.
• Instructs/assists patients to sign-in triage books.
• Directs patients/families to registration, Fastrac, etc. as directed by ED staff.
• Answers questions regarding ED procedures.
• Maintains open dialogue with all ED staff.
• Monitors flow in the ED waiting room and ED entrances.
• Communicates with 90% of patients and families, explaining waiting times, admission process, procedures, etc.
• Functions as liaison between families and emergency department staff.
• Maintains open communication with patients and their families entering the Emergency department.
• Circulates through the entire Emergency department.
• Provides exceptional customer service to patients and guests.
• Shows sincere empathy and understanding to patient and guest issues.
• Takes appropriate steps to address and resolve guest issues.
• Maintains open dialogue with all ED staff.
• Improves patient throughput, patient satisfaction, turn around times, and decreases LWOT to hit determined benchmarks.
• Makes sure to monitor targets as identified on Ambassador Dashboard.
• Accurately collects, records and reports complete information using interview techniques and critical thinking skills.
• Interprets and explains to patients and their families the philosophy, policies and procedures of the hospital.
• Provides education to patients regarding their rights and responsibilities.
• Maintains required records, reports, statistics, etc.
• Prepares monthly reports and statistics tracking progress of the Welcome Ambassador program.
• Provides a premiere service, treating each patient as a VIP.
• Improves guest's perception of the hospital by anticipating fulfillment of each guest's needs - both spoken and unspoken.

Qualifications

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Ability to provide exceptional customer service to patients and guests.
• Able to communicate clearly over telephone and in person.
• Excellent written and verbal communication skills.
• Proficient computer skills that include but are not limited to Microsoft Office and/or Google Suite platforms.
• Prior hospitality experience in a hospital / healthcare setting (preferred).
• Associate's Degree (preferred).