Patient Ambassador| Patient Experience| Day | Full Time

UF Health • Gainesville, FL

1d

About The Position

The Patient Ambassador:
Promotes a positive patient experience by facilitating an interdisciplinary approach to providing high quality and coordinated care in the Emergency Department.
Perform rounds on patients and the Emergency Department environment to ensure a positive patient experience, and to expedite hospital throughput by anticipating and preventing bottlenecks in patient flow.
Responsible for providing patients with consistent information and status updates by acting as a liaison between the patient, hospital staff, and faculty.
Identifies and provides resolution to patient requests through collaboration with physician, nursing, and ancillary departments.
Serves as the point of contact to addresses patient concerns and employs de-escalation techniques and service recovery.
Provides management direction and responsible for training Emergency Department volunteers. Tracks and maintains detailed reports about patient complaints and requests; communicates areas of concern to hospital and COM leadership for service and quality improvement. Proposes strategic solutions to enhance coordinated care to the ED Service Ambassador program administrative and physician champions.

Requirements

• High School diploma and three (3) years relevant experience required.
• Associate's degree and one (1) year relevant experience or
• Bachelor's degree.
• Must have excellent interpersonal, customer service, and communication skills.
• Must be able to perform independently under stress when confronted with emergency or critical situations.
• Incumbent must be comfortable discussing a variety of medical situations with patients and families in a professional and confidential manner.
• Must be able to multi-task effectively in a fast-paced and dynamic environment, maintaining a high standard of patient focus while making generalizations, evaluations, or decisions based on sensory or judgmental criteria.

Nice To Haves

• Two (2) years clerical/customer service experience strongly preferred--ideally in a health care or hospitality-related industry working with a concierge-style service model.
• High level of success when deescalating patient complaints with creative and situation appropriate resolutions.
• A working knowledge of medical terminology would be helpful.

Responsibilities

• Promotes a positive patient experience by facilitating an interdisciplinary approach to providing high quality and coordinated care in the Emergency Department.
• Perform rounds on patients and the Emergency Department environment to ensure a positive patient experience, and to expedite hospital throughput by anticipating and preventing bottlenecks in patient flow.
• Responsible for providing patients with consistent information and status updates by acting as a liaison between the patient, hospital staff, and faculty.
• Identifies and provides resolution to patient requests through collaboration with physician, nursing, and ancillary departments.
• Serves as the point of contact to addresses patient concerns and employs de-escalation techniques and service recovery.
• Provides management direction and responsible for training Emergency Department volunteers.
• Tracks and maintains detailed reports about patient complaints and requests; communicates areas of concern to hospital and COM leadership for service and quality improvement.
• Proposes strategic solutions to enhance coordinated care to the ED Service Ambassador program administrative and physician champions.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level