The Patient Ambassador will play a crucial role in ensuring a positive and comforting experience for patients and their families within a healthcare setting. You will serve as a liaison between patients, their families, and the healthcare staff, providing support and assistance to enhance the overall patient experience.
Duties and Responsibilities
- Intake patients and ask questions based on screening criteria
- Keep individuals and screening station in an organized fashion to prevent crowding
- Inform patients and the public of current process and screening flow
- Work with other department staff to communicate patient or scheduling needs and patient screening information
- Seek guidance when additional questions arise in the process of screening a patient
- Act as a friendly and approachable point of contact for patients and their families, addressing their concerns, answering questions, and providing emotional support.
- Assist patients and families in navigating the healthcare facility, guiding them to various departments, appointments, and amenities.
- Assess patient medical status to ensure emergency situations are addressed promptly by directing those individuals to a medical provider or emergency services
- Proactively approach & greet all guests in an effort to provide an exemplary first impression that fosters an inclusive and welcoming environment
- Confirm patient’s needs and take appropriate screening action or provide appropriate information, direction, and escorting as requested and according to established policies and procedures
- Listen carefully and be sensitive to the needs and wishes of all guests
- Treat all guests with dignity and respect
- Enter and/or retrieves data from established computer systems using knowledge of various computer software applications.
- Communicate in a way that supports patient confidentiality
- Observe/maintain the assigned area for potential safety or security issues, overall neatness, and cleanliness - notify appropriate personnel to ensure that corrective action is taken, as necessary
- Act as a liaison between patient families, clinical areas, and physicians to provide efficient and accurate information flow
- Assist with appointment confirmation, call no show, and reschedule cancelled appointments as needed
- Gather feedback from patients and their families regarding their experiences to facilitate continuous improvement in patient care.
- Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
- High School Diploma or equivalent GED is required
- One (1) year of customer/patient service-related work
- Prior experience in a customer service or patient-facing role within a healthcare or hospitality setting is preferred but not mandatory
- Excellent interpersonal skills
- Ability to perform a variety of duties - often changing from one task to another of a different nature without loss of efficiency or composure
- Strong verbal and written communication skills
- Maintain a professional and courteous demeanor at all times
- Basic computer skills required
- Physical Demands: While performing the duties of this job, the employee is required to move extensively around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
- Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
- Work Environment: The noise level in the work environment is usually higher than normal.
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