Patient Ambassador Levels I - II - OU Medical Center

OU Health•Oklahoma City, OK

3d•Onsite

About The Position

This position may be filled as a Patient Ambassador I or II depending on individual experience, qualifications, and department needs. Job Description The Patient Ambassador I supports the patient experience at the unit level in partnership with Environmental Services (EVS) leadership. This role administers patient satisfaction surveys and other feedback tools, compiles and distributes routine reports to unit leadership, and helps implement patient satisfaction initiatives. The Patient Ambassador I promotes a culture of hospitality and respect, supports regulatory compliance related to patient experience, and collaborates with on‑site teams to achieve established patient satisfaction goals and objectives.

Requirements

High School Diploma or GED required.
Strong written and verbal communication skills, including the ability to compose clear reports and communicate professionally with patients, staff, and leadership.
Ability to administer surveys and feedback tools accurately and complete timely follow‑up and reporting.
Service‑oriented mindset with the ability to model respectful, hospitality‑focused interactions.
Ability to organize tasks, prioritize effectively, and maintain accuracy in a changing environment.
Foundational knowledge of patient satisfaction measurement methods and basic understanding of HCAHPS concepts.
Ability to support regulatory readiness and escalate concerns related to service or compliance.
Collaborative skills to work with EVS leadership, clinical teams, and support departments.
Proficiency with standard office software and survey/reporting systems.
Demonstrated initiative, adaptability, reliability, and ethical conduct.
Working knowledge of office procedures and basic administrative practices.
Ability to apply knowledge of the working environment to meet unit goals and objectives.

Responsibilities

Maintain and support client (patient, family, unit leadership) satisfaction across assigned areas.
Administer required surveys and other feedback mechanisms; ensure timely collection, tracking, follow‑up, and basic reporting to unit leadership.
Foster and model a strong service‑first culture grounded in respect and proactive support for customers.
Monitor and follow up on patient satisfaction initiatives; assist with department/unit action plans and status reporting.
Participate in hospital committees (e.g., Patient Satisfaction, Nursing, Administration, HCAHPS) to support communication and collaboration.
Implement patient satisfaction programs at the unit level in alignment with corporate and division standards.
Notify EVS leaders when corporate quality and service standards are not met and support corrective actions.
Support compliance with applicable regulatory and accreditation requirements (e.g., CMS, Joint Commission).
Maintain awareness of industry and organizational patient satisfaction updates and practices.
Demonstrate corporate culture, values, and an enthusiastic, proactive approach to meeting satisfaction goals.
Demonstrate effective communication and active listening with clients, customers, and employees.
Collaborate with other Patient Ambassadors to share ideas and best practices.
Represent the organization professionally and ethically.
Interface proactively with support departments to help achieve optimal patient and operational outcomes.
Collaborate closely with on‑site management teams to reach operational goals.
Demonstrate working knowledge of patient satisfaction measurement methods and CMS HCAHPS survey usage.
Assist with on‑site reporting and communications; compose patient satisfaction summaries and reports.
Performs other duties as assigned.