Patient Ambassador

Med Metrix•Arlington, VA

3d•Onsite

About The Position

The Patient Ambassador will play a crucial role in ensuring a positive and comforting experience for patients and their families within a healthcare setting. The Patient Ambassador will provide patient services and administrative support in ancillary operations. The Patient Ambassador will interact with patients, physicians, and other staff under moderate supervision in a courteous manner. Assist other employees within their department as well as other departments. Collect and verify demographic information to ensure accuracy. May be responsible for scheduling patients for ancillary appointments. The position may require floating to ancillary patient areas for coverage. The next step on the Med-Metrix career ladder is a Patient Access Representative.

Requirements

High School Diploma or equivalent is required
1 year of experience in healthcare or 2 years of comparable experience in customer service
Ability to speak Spanish is desired
Broad knowledge of administrative processes and/or customer service skills
Basic computer knowledge
Must possess the ability to resolve problems and respond to complaints positively and productively
Must be able to work amid constant distraction and deal courteously and effectively with several requests simultaneously
Complete Patient Access training curriculum and pass all competency assessments
Proficiency in Microsoft Office Suite
Strong interpersonal skills, ability to communicate well at all levels of the organization
Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
High level of integrity and dependability with a strong sense of urgency and results oriented
Excellent written and verbal communication skills required
Gracious and welcoming personality for customer service interaction
Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.

Nice To Haves

Ability to speak Spanish

Responsibilities

Proactively approach and greet visitors while maintaining an atmosphere of warmth, personal interest, and positive concern
Complete computer-aided registration with patients professionally and courteously
Collect accurate demographic and insurance information. Update systems as needed to ensure accurate registration in accordance with department standards.
Act as a liaison between patients, staff, volunteers, visitors, and the hospital
Gather feedback from patients and their families regarding their experiences and care
Communicate hospital policy and procedure to patients, visitors, and staff with respect and consideration
Anticipates and responds to patients' needs, following up until their needs are met
Respond to patient portal work lists and/or work queues
Patient Ambassadors are required to move extensively around the work area
Speak up when team members appear to exhibit unsafe behavior or performance
Continuously validate and verify information needed for decision making or documentation
Stop in the face of uncertainty and take time to resolve the situation
Demonstrate accurate, clear, and timely verbal and written communication
Actively promote safety for patients, families, visitors, and coworkers
Attend carefully to important details, practicing the STAR method – Stop, Think, Act, and Review- to self-check behavior and performance
Maintain a clean and organized environment at the welcome desk and kiosks
Keep individuals and registration kiosks organized to prevent crowding
Maintain office supplies, equipment, and reference materials
All Ambassadors are responsible for the information distributed via e-mail. Staff should check work email a minimum of three times daily and respond to inquiries within 24 hours (or the next business day)
Partner in the mission and upholds the core principles of the organization
Committed to diversity and recognizes the value of cultural and ethnic differences
Demonstrate personal and professional integrity
Maintain confidentiality at all times
Demonstrate collaborative and respectful behavior
Partner with all team members to achieve goals
Receptive to the ideas and opinions of others
Contribute to a positive work environment
Demonstrate flexibility and willingness to change
Identify opportunities to improve administrative processes
Make appropriate decisions using sound judgment
Other duties as assigned
Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
Understand and comply with Information Security and HIPAA policies and procedures at all times
Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties