Patient Experience Ambassador

Montefiore Nyack Hospital • Village of Nyack, NY

44d • $23 • Onsite

About The Position

Under the direction of the Manager of Patient Experience, the Patient Experience Ambassador enhances the hospital experience for patients and families and supports them as they navigate healthcare. The role is responsible for the effective, friendly, and efficient functioning of the lobby and reception area. It addresses patient and family concerns, provides service recovery, and contributes to initiatives designed to improve patient and family satisfaction.

The ambassador participates in developing and implementing improvement initiatives and serves on multidisciplinary committees, bringing the patient and family perspective to the organization’s improvement efforts. The role also shares trends in patient and visitor feedback with department and hospital leadership and recommends ways to improve the experience.

Requirements

• High school education required.
• Excellent interpersonal skills.
• Excellent communication skills.

Nice To Haves

• 1–3 years of customer service experience in a hospital setting.
• Bilingual Spanish proficiency at a medium level.

Responsibilities

• Serve as a liaison and advocate between patients, family members, and medical and administrative teams.
• Interact with patients and families to facilitate their engagement in care during the hospital stay.
• Listen to concerns and mediate issues, escalating to department leadership when necessary.
• Recommend or deploy service-recovery actions for dissatisfied patients and families.
• Participate in developing and implementing initiatives to improve patient and family satisfaction.
• Participate in multidisciplinary committees and bring the patient and family perspective to organizational improvement efforts.
• Share trends in patient and visitor feedback with department and hospital leadership and recommend improvements.
• Welcome and direct patients and visitors, issue visitor passes, provide information about hospital guidelines, and answer the phone.

What This Job Offers

• Job Type: Part-time
• Education Level: High school or GED