Patient Ambassador

Orlando Health•Orlando, FL

About The Position

One of the region’s largest orthopedic and sports medicine providers, Orlando Health Jewett Orthopedic Institute’s world-class team of orthopedic surgeons and sports medicine physicians specialize in conditions and injuries of the spine, hand, upper extremities, foot, ankle and lower extremities, as well as joint replacement, concussions, interventional pain management, bone health and orthopedic trauma. The institute’s Downtown Complex brings the whole spectrum of orthopedic and spine care under one roof and includes an orthopedic specialty hospital featuring 75 private inpatient rooms, 10 advanced OR suites, and a research and innovation center with a bio skills lab and 3D printer. Institute physicians also lead a robust clinical research and education program. An adjacent medical pavilion houses a 63-exam-room outpatient clinic, imaging suite, physical therapy spaces and ambulatory surgery center. The institute also holds official medical roles with multiple athletic teams, sporting events and venues. In its first year of eligibility, the institute has been recognized for its positive workplace culture with Modern Healthcare’s Best Places to Work award. Click here to learn more about Orlando Health Jewett Orthopedic Institute Position Summary This position is responsible for promoting an unparalleled customer service experience for patients, families, and guests receiving high quality care and services within Orlando Health Jewett Orthopedic Institute. This position champions the continuum of care through collaboration and interdepartmental communication at the pre-admission, admission, and discharge level, by serving as the dedicated liaison between patients, families, and guests, and the Institute’s departments, service personnel, and contracted services. Schedule Availabilty: 6 AM – 2 PM,Monday – Friday 9 AM – 5 PM, Monday – Friday

Requirements

High School diploma or equivalent.
Two (2) years of experience in the customer service or hospitality industry setting

Responsibilities

Provides directions and information regarding the Institute’s services, amenities, and hours of operation to all patients, guests, and team members.
Delivers timely and knowledgeable responses to inquiring patients, guests, and team members.
Responds and resolves customer service concerns and initiates necessary follow-up with appropriate individuals.
Implements service recovery efforts as appropriate.
Coordinates non-clinical services and amenities for patients and families upon request.
Hosts welcome sessions for future patients and families.
Understands the nature of the services provided by the hospital departments to support patients, operations, and goals.
Reviews pre-hospital checklist for completion and follows up with department leaders to resolve outstanding items.
Leads hospitality services operations by maintaining open communication with department leaders, anticipating changes, and disseminating relevant information to the appropriate areas to support patient flow.
Promotes personalized patient comfort and support for all admitted patients throughout their stay.
Assists patients with access and navigation of patient online services.
Conducts routine department daily rounding to promote outstanding customer service.
Facilitates resolution and closure in quality of care and service issues.
In alignment with the multidisciplinary team, serves as the discharge coordinator for the hospitality service departments and vendors.
Remains current with hospitality trends within the healthcare setting and makes recommendations for program improvements.
Partners with the interdisciplinary team and contracted services to develop resource information and education materials for patients and families.