Experience Ambassador - Patient Experience - FT - Day

Stormont Vail Health • Topeka, KS

8d • Onsite

About The Position

The Experience Ambassador serves as a frontline champion for delivering exceptional patient and guest experiences. This role combines hospitality, proactive service recovery, and real-time problem-solving to ensure every individual feels safe, respected, and supported throughout their care journey. The Experience Ambassador rounds on patients in their rooms and in unit-level spaces such as waiting areas and hallways to address non-clinical needs and assist in providing a Five-Star Patient Experience, building trust and enhancing satisfaction.

Requirements

• High School Diploma / GED Required
• 1 year Experience in a customer service-related role Required
• Exceptional interpersonal and verbal communication skills.
• Ability to remain calm and solution-focused in high-pressure situations.
• Strong organizational and time management abilities.

Nice To Haves

• Experience in a patient care setting.
• Empathy & Compassion: Demonstrates genuine care and concern for others.
• Active Listening: Attentively hears and responds to the needs of patients and guests.
• Conflict Resolution: Effectively de-escalates concerns and facilitates positive outcomes.
• Professionalism: Maintains confidentiality, composure, and a polished demeanor.
• Adaptability: Thrives in a fast-paced, dynamic environment with shifting priorities.
• Cultural Sensitivity: Respects and supports individuals from diverse background

Responsibilities

• Deliver Compassionate Engagement: Serve as a welcoming unit presence by greeting and assisting patients, families, and visitors with empathy and professionalism. Provide personalized support to reduce stress and enhance comfort throughout the care journey.
• Resolve Service Concerns in Real Time: Identify and respond to patient and guest concerns using established escalation protocols. Collaborate with clinical and non-clinical teams to resolve issues promptly and document outcomes in the patient experience system to support continuous improvement.
• Enhance the Experience Through Feedback & Partnership: Actively gather feedback from patients and families to identify service trends and improvement opportunities. Share insights with leadership and partner with care teams to promote clear communication and a seamless experience. Support the Going Home Zone and other wayfinding services for patients and visitors.
• Help with unit non-clinical needs such as delivering small items or messages between units when time permits.
• Participate in special projects or events (e.g., patient appreciation activities, holiday décor) to enhance the care environment.
• Communicate concerns or observations to the Supervisor.
• Complies with all policies, standards, mandatory training and requirements of Stormont Vail Health
• Performs other duties as assigned

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees