Service Ambassador

Emory•Atlanta, GA

16h•Onsite

About The Position

Emory Healthcare is seeking a Service Ambassador to join their team. This role focuses on expediting patient flow through clinic and hospital appointments, proactively assessing patient needs, and serving as a direct channel for patients to resolve problems and concerns. The Service Ambassador will provide daily feedback on patient flow and satisfaction, act as a neutral facilitator between patients and healthcare providers, and coordinate resolutions. They will build rapport with patients and families, assist with check-in, monitor wait times, and keep everyone informed. This position also involves explaining policies, providing information on services, assisting in crisis situations, analyzing complaints, and ensuring Emory Healthcare's customer service standards are met. The Service Ambassador will perform other duties as assigned by leadership.

Requirements

Bachelor's Degree or equivalent in health related field preferred.
Three (3) to five (5) years of strong customer service required.
Excellent oral and written communication skills.
Exceptional interpersonal skills, including demonstrated ability to elicit and understand what patients/staff are saying, and understand how we can best respond to provide excellent service.
Ability to collaborate, motivate, elicit information from poor and evasive communicators and represent the patient/staff perspective.
Strong conflict management skills.
Must be able to function objectively in hostile, sensitive, and stressful situations; work autonomously, think on ones feet; manage stress, anticipate, improvise and synthesize extensive information to focus issues.
Ability to use 10-key calculator, computer, fax machine, printer, copier, typewriter, and telephone.
Detail oriented.
Ability to coordinate workloads and set priorities.
Word and Excel proficiency.

Responsibilities

Expedites flow of patients through clinic and hospital appointments.
Proactively assesses the needs of the patients and sections prior to patient arrival through review of clinic and provider schedules and staffing levels.
Provides a visible and specific channel through which patients can seek solutions to problems, concerns, and unmet needs.
Provides daily feedback to the section practices regarding patient flow and satisfaction.
Serves as a neutral facilitator in gathering the patient's perspective and the healthcare provider/employee's perspective.
Coordinates and communicates resolution.
Participates in practice problem solving to improve patient flow and satisfaction.
Establishes a proactive rapport with patients/family members by treating them as important guests and extending gracious hospitality.
Greets patients, expedites check-in, monitors wait times and keeps patients and staff informed.
Serves as visit facilitator directly interacting with patients/family, clinical and Patient Access staff.
Assists patients/family and staff with requests for information.
Provides explanation of policies and procedures as necessary.
Provides information on clinic and community services as appropriate.
Assists in a crisis situation.
Analyzes patient/family and staff complaints concerning the quality of care and service and escalates according to policy.
Models and ensures Emory Healthcare customer service and Professional Practice standards are met or exceeded.
Performs other position related responsibilities as required by leadership.