Patient Experience Ambassador

Overview: To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

With guidance from the Manager, Guest Services, the Patient Experience Ambassador performs various duties to ensure high-quality guest service to our patients, their families, and visitors. They provide oversight of the first points of entry into the hospital and outpatient locations at all main entrances, including oversight to all entry waiting areas to ensure a clean, safe, and efficiently run environment. They are trained to retrieve and provide patient appointment information via a computer or tablet, maintain the visitor pass policy and procedures, and oversee the patient restriction policy. The Patient Experience Ambassador triages difficult situations that require escalation to supporting departments. They "manage up" all interactions with patients, families, and visitors to ensure the most positive and highest level of patient experience. They are also responsible for identifying and administering the need for varying types of service recovery.

EEO/AA/Disability/Veteran Responsibilities:

• 1. Performs a wide range of duties to ensure that support and information are available to patients, families, and visitors who are entering all main entrances of the hospital.
• • 1.1 Provides a warm and welcoming greeting to all people entering the hospital, at all main entrances. Determine the needs of patients and guests entering the hospital to meet customer needs.
• 2. Provides directory, escort, and transport services (specific to Yale New Haven Hospital and St Raphael campuses only).
• • 2.1 Provides wheelchair transports or escorts to patients and guests in a timely manner to their destination throughout the hospital and associated facilities.
• 3. Oversees amenities for patients and guests including orchestration of service recovery tools. Keeps work areas and lobby clean and neat at all times.
• • 3.1 Provides a variety of info for patients/guests regarding local restaurants, banking, hotels, and shops. Keeps adequate 'Guide to New Haven' on hand for use.
• 4. Required to provide cross-coverage between YNHH campuses, based on operational need.

Qualifications:

EDUCATION

High school graduate or equivalent required. Associate degree in hospitality, human services, social work, or like field preferred. Completion of internally selected YNHH Learning Management courses within first 3 months of starting position.

EXPERIENCE

Minimum of 1 year of experience in the healthcare and/or customer service industry with demonstrated experience in problem-solving and diffusing and handling sensitive issues with minimal supervision. Proven outstanding customer service skills.

SPECIAL SKILLS

Bilingual English and Spanish preferred. Knowledge of proper wheelchair use is preferred. Excellent communication and customer service skills, attention to detail, and physical endurance.

PHYSICAL DEMAND

Ability to lift 40 lbs. and utilize proper body mechanics in moving and lifting patients and files. Extensive pushing, pulling, lifting, and walking.