Patient Experience Ambassador

Yale New Haven Health•New Haven, CT

About The Position

The Patient Experience Ambassador helps ensure high-quality guest service for patients, families, and visitors at hospital and outpatient locations. With guidance from the Manager, Guest Services, the role oversees main entrances and entry waiting areas to maintain a clean, safe, and efficiently run environment. The Ambassador provides appointment information using a computer or tablet, maintains visitor pass procedures, and oversees patient restriction policies. They manage up interactions to support a positive patient experience, triage difficult situations requiring escalation to other departments, and identify and administer appropriate service recovery. The role also provides information, directory assistance, escorts, and wheelchair transports, including services at Yale New Haven Hospital and St Raphael campuses. It requires cross-coverage between YNHH campuses based on operational need.

Requirements

High school graduate or equivalent.
At least 1 year of experience in healthcare and/or customer service.
Demonstrated problem-solving skills and experience diffusing and handling sensitive issues with minimal supervision.
Proven outstanding customer service skills.
Excellent communication skills and attention to detail.
Physical endurance.
Ability to lift 40 lbs. and use proper body mechanics when moving and lifting patients and files.
Ability to perform extensive pushing, pulling, lifting, and walking.
Complete internally selected YNHH Learning Management courses within the first 3 months of starting the position.

Nice To Haves

Associate degree in hospitality, human services, social work, or a related field.
Knowledge of proper wheelchair use.

Responsibilities

Provide support and information to patients, families, and visitors entering the hospital at all main entrances.
Greet people warmly and determine the needs of patients and guests to meet customer needs.
Provide directory, escort, and transport services at Yale New Haven Hospital and St Raphael campuses.
Provide wheelchair transports or escorts to patients and guests to destinations throughout the hospital and associated facilities in a timely manner.
Oversee patient and guest amenities, including the orchestration of service recovery tools.
Keep work areas and lobbies clean and neat.
Provide information about local restaurants, banking, hotels, and shops, and keep an adequate supply of the Guide to New Haven available.
Provide cross-coverage between YNHH campuses based on operational need.
Retrieve and provide patient appointment information using a computer or tablet.
Maintain visitor pass policies and procedures and oversee the patient restriction policy.
Triage difficult situations requiring escalation to supporting departments.