Experience Ambassador - Patient Experience - FT - Day
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
- Experience in a patient care setting. Preferred
- Exceptional interpersonal and verbal communication skills.
- Ability to remain calm and solution-focused in high-pressure situations.
- Strong organizational and time management abilities.
- 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
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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
