Patient Experience Ambassador

Boston Medical Center•Boston, MA

About The Position

The Patient Experience Ambassador works to ensure an exceptional experience for patients, families, staff, and visitors at Boston Medical Center. The role proactively checks in with patients, anticipates and addresses or triages needs during their stay, and supports care teams. The ambassador provides compassion, hospitality, and de-escalation when needed, and identifies opportunities to recognize coworkers and improve patient experiences. The ambassador serves as a liaison among patients, families, visitors, and staff; coordinates resources across hospital services; manages feedback and service recovery; and helps resolve concerns. The role also shares patient feedback and experience trends with staff and leadership, supports improvement initiatives, and mentors colleagues in fostering a culture of hospitality.

Requirements

Two to four years of customer service experience, including at least two years in the healthcare industry.
Proven outstanding hospitality and leadership skills.
Demonstrated experience solving problems and managing sensitive issues through completion with minimal supervision.
Positive, compassionate, outgoing disposition 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.
Strong problem-solving skills, including assessing causes of failures and adjusting future approaches.
Ability to remain positive under stress and frequent interruptions.
Excellent communication skills and ability to work with patients and family members who may be in crisis.
Ability to respond to patient and family needs through observation of body language and facial expressions, and participatory listening.
Initiative, self-direction, ownership, and ability to resolve issues.
Ability to work independently without close supervision.
Working knowledge of computer operations and software required for the role, including EPIC, CBORD, and Microsoft Word, Excel, and PowerPoint.

Nice To Haves

Bachelor’s degree or demonstrated equivalent experience.
Bilingual ability and skill in managing language services using available technology.

Responsibilities

Systematically round daily on inpatients and other patients as directed.
Serve as a liaison between patients, families, visitors, and staff regarding 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.
Manage patient feedback and resolve problems in a timely manner, independently and with minimal supervision.
Initiate service recovery when warranted.
Understand and honor patient rights and applicable regulations.
Welcome patients, families, and visitors; explain the ambassador’s role and purpose and establish connections.
Maintain knowledge of BMC’s layout, services, and systems to answer 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 successes.
Attend and present patient experience information at 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 patient experience.
Support improvement initiatives by incorporating focused questions into rounds, participating in workgroups, and providing guidance and coordination.
Model and promote a culture of hospitality.
Mentor unit and department leaders, physicians, and team members in improving the patient experience using patient and family insights, direct observation, and best practices.
Perform other duties as assigned.