Patient Experience Ambassador

Mayo Clinic • Rochester, MN

2d • Hybrid

About The Position

Native American Patient Experience Ambassador - Individual who knows the cultural, traditional, and healing and death practices of the Native Americans, and how to navigate within the Mayo system. The Patient Experience Ambassador is a liaison between our patients and Mayo Clinic. Assists the patient and family by coordinating and navigating complex components of the patient's overall experience. Provides oversight for the unique needs of the patient care experience and intervenes as necessary. Independently makes decisions and executes job duties. Additionally, provides internal education to care team members, providers and staff as needed. Position may sit on institutional committees and acts as a subject matter expert across the organization in support of efforts to address diversity, equity, and inclusion of specific patient groups. May oversee the management of various institutional projects and resources. Proactively interfaces with internal and/or external stakeholders to understand barriers, concerns and build relationships to enhance the experience of patients. Stays apprised on and connected to diversity and inclusion efforts throughout Mayo Clinic pertaining to defined patient populations being served. Required to adhere to and uphold the ethical, compliance, and regulatory standards set forth for the institution. Must be available to respond/consult on weekends and evenings when necessary. Position requires a combination of on-site and telework

Requirements

• Bachelor's degree in communications, business, spiritual care, patient/heath care related field and three years of experience in communication, customer service, or patient care is required.
• Requires excellent oral and written communication skills, and the ability to work in a complex environment with multi-dimensional points of view.
• Must be able to work effectively in a consensus-style operation that expects and promotes Teamwork.
• Must be comfortable with ambiguity, exhibit good decision making and judgment capabilities, attention to detail, and follow-through.
• Must possess the ability to inspire trust and confidence and communicate effectively with internal and external audiences.
• Incumbent must be self-motivated, self-directed, and highly organized, promoting a productive, collegial workplace and be a professional ambassador for Mayo Clinic.
• Ability to prioritize work and handle a variety of tasks simultaneously is necessary.
• Demonstrated experience building relationships with and direct interaction with patient populations.
• Belief in the mission and strong ethical conduct is essential.
• Requires the ability to work collaboratively and professionally to build rapport with others at all levels of responsibility.
• Must possess excellent interpersonal skills and can interact on a professional level with individuals from diverse backgrounds.
• Proficient in information technology, MS Office products, and clinical applications is required

Nice To Haves

• Nursing background preferred.

Responsibilities

• Establish rapport with patient and family members using therapeutic communication techniques
• Assess patients and family for spiritual needs and perform spiritual ceremonies
• Facilitate the assessment of patient and family for monetary, transportation and funeral home needs
• Patient and family education – understand medical diagnosis and treatments
• Aids patients with regard tests, procedures, and discharge disposition
• Provides support for patients and families when there is a death utilizing cultural protocol and communicating with nursing and medical staff
• Palliative care for patients and families – grief counseling, educating staff on cultural practices with body after death
• Proactive outreach to patients and families prior to appointment/procedure to ensure needs are anticipated
• Facilitate education for internal stakeholders/care team members where/when appropriate

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees