Patient Ambassador

MemorialCare•Long Beach, CA

18h•Onsite

About The Position

The Patient Ambassador is responsible for serving as a liaison between patients and employees of Long Beach Medical Center and delivering high quality customer service. The Patient Ambassador provides a specific channel through which patients can communicate problems, concerns, or unmet needs and collaborates with staff towards finding real-time resolutions to patient concerns.

Requirements

2+ year experience in healthcare preferred.
Customer Service experience preferred.
Bilingual (fluent verbal and written) in English and Spanish preferred.
College degree preferred or equivalent experience.

Responsibilities

Manages the process of customer complaint and grievance resolution through independent and proactive triage of concerns, follow-up with departments and managers as well as assuring timely and appropriate follow-up with the customer.
Collaborates with all members of the health care team (i.e. patient care, engineering, hospitality, administration, information desk, admitting, resource management) to ensure that patients’ needs are addressed.
Assists with the coordination of written responses by facilitating the feedback to the appropriate managers and/or following up with the patient.
Performs daily rounds on inpatients of Long Beach Mediccal Center to serve as communication channel and to resolve issues. Routinely visits each outpatient clinic to meet with patients and their families.
Maintains accurate and up-to-date logs of patient interventions and communication in the database. Evaluates data, reports trends and communicates activities to supervisors in a timely manner.
Participates in project activities such as the Customer Service Workshops to be presented to employees, as well as the organization and execution of the Applause Program.
Serves on committees and Care Lines as requested across departments related to Customer Service.
Performs other duties as assigned.