Patient Experience Ambassador
About The Position
The Patient Experience Ambassador is responsible for ensuring an exceptional experience for patients, families, staff, and visitors of Boston Medical Center. The role proactively checks in on patients to anticipate and address or triage the needs of patients and families during their stay, while supporting care teams. The Ambassador provides compassion, hospitality, and de-escalation where appropriate, and identifies opportunities to recognize coworkers and improve patient experiences. The Ambassador rounds on patients, serves as a liaison among patients, families, visitors, and staff, and coordinates resources across hospital services. They listen and respond to inquiries, requests, and complaints; manage feedback and problem solving through resolution; and initiate service recovery as warranted. The role also collects and shares patient feedback, contributes to improvement efforts, supports a culture of hospitality, and mentors staff and leaders in elevating the patient experience.
Requirements
- Bachelor’s degree preferred or demonstrated equivalent experience.
- Two to four years of customer service experience, including at least two years in the healthcare industry.
- Outstanding hospitality and leadership skills.
- Experience solving problems and diffusing and managing sensitive issues through completion with minimal supervision.
- Positive, compassionate, outgoing demeanor and comfort initiating conversations with strangers and proactively seeking patient needs.
- Deep knowledge of hospitality approaches and principles.
- Ability to multitask in a busy environment.
- Excellent problem-solving skills, including assessing reasons for failures and adjusting future approaches.
- Ability to remain positive under stress, particularly with frequent interruptions.
- Excellent communication skills and ability to interact with patients and family members who may be in crisis.
- Ability to recognize and respond to patient and family needs by observing body language and facial expressions and listening in a participatory manner.
- Ability to take initiative, work as a self-starter, take ownership, and resolve issues.
- Ability to work independently without close supervision.
- Working knowledge of computer operations and software applications required for the role, including EPIC, CBORD, and Microsoft Word, Excel, and PowerPoint.
Nice To Haves
- Bilingual ability and experience managing the provision of language services through available technology.
Responsibilities
- Systematically round daily on inpatients and other patients as directed.
- Serve as a liaison among patients, families, visitors, and staff regarding different aspects of the hospital experience.
- Provide resources and coordinate with physicians, staff, social work, dietary, housekeeping, and other services as needed.
- Listen and respond to inquiries, special requests, and complaints; independently manage patient feedback and resolve issues in a timely manner.
- Initiate service recovery when warranted and honor patient rights and applicable regulations.
- Welcome patients, families, and visitors, explain the role and its purpose, and establish strong connections.
- Maintain knowledge of BMC’s physical layout, services, and systems to assist with questions.
- Collect, document, collate, and maintain point-of-care feedback.
- Share complex issues and feedback trends with staff and leadership to identify improvement opportunities and recognize successes.
- Attend and present patient experience information during daily huddles as directed.
- Review patient experience scores with leadership to identify gaps and help set goals.
- Collaborate with staff on short-term interventions and long-term solutions to enhance the patient experience.
- Support improvement initiatives by incorporating focused questions into rounding, participating in improvement workgroups, and providing guidance and coordination.
- Serve as a lead and role model in fostering a culture of hospitality.
- Mentor unit and department leaders, physicians, and team members in elevating the experience, using patient and family insights, direct observation, and best practices.
- Perform other duties as assigned.
Benefits
- Medical, dental, vision, and pharmacy benefits.
- Discretionary annual bonuses and merit increases.
- Flexible Spending Accounts.
- 403(b) savings matches.
- Paid time off.
- Career advancement opportunities.
- Resources to support employee and family well-being.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
