Patient Relations 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.

Under the supervision of the Supervisor of Patient Relations, the Patient Relations Ambassador is responsible for problem resolution, preemptive interventions and serving as the liaison between the patient/family and hospital staff concerning patient property. The Patient Relations Ambassador will collaborate with the appropriate department leadership regarding review and investigation for misplaced patient property. Patient Relations ambassador will round, as directed, document, track and facilitate the appropriate disposition of located patient property.

EEO/AA/Disability/Veteran

Responsibilities:

• 1. Rounding on Emergency Department(s) and inpatient units to collect belongings that were found, as directed.
• 2. Must be able sit/stand/walk for up to 8 hours per day. Must be able to lift up to 50lbs.
• 3. Communicates with patients/families about found items, determines disposition and facilitates returning items when appropriate via available resources (mailroom, courier services, arranging pick up).
• 4. Works in collaboration with other members of the Patient Relations team and promptly investigates property issues and maintains systems for tracking loss complaints and associated reimbursements.
• 5. Resolves lost property complaints efficiently, keeping the patient informed of the status of resolution.
• 6. Obtains and documents in RL Solutions signatures for all property picked up in person.
• 7. Researches and resolves patient issues related to property loss as appropriate, following departmental timelines and standards. Answers inquiries and solves complaints with the involvement of appropriate hospital staff members, acting as an intermediary to hospital staff and administration on behalf of patients and their families.
• 8. Documents appropriately in RL solutions, including the outcome related to the disposition of property in question, including items that have been disposed of.
• 9. Disposes of all abandoned property per the Patient Property SOP.
• 10. Completes reimbursement request process as appropriate when applicable.
• 11. Coordinates donation of appropriate items (phones, canes, walkers, etc.) after appropriate timeframe for holding such items has been met and they remain unclaimed.
• 12. Maintains a neat personal and shared workspace, including storage closets and storage cabinets.
• 13. Exhibits excellent verbal and written communication skills with both the patient/family and hospital staff.
• 14. Displays appreciation of diversity.
• 15. Interprets hospital's philosophy in patient's rights and responsibilities to staff and visitors. Serves as an exemplary role model at all times.
• 16. Projects a positive image of the department and the hospital as outlined in the hospital's customer service standards of behavior.
• 17. Employee recognizes duties that need to be performed and making a great first impression to patients and families and staff by appropriate dress and behavior.
• 18. Supports department in any other way that is asked and is within scope.

Qualifications:

EDUCATION

 

High school diploma required. Bachelor's degree preferred

 

EXPERIENCE

 

Strong interpersonal and communication skills required. 1-3 years of experience in healthcare facility.

 

LICENSURE

 

No Licensure/Certification required

 

SPECIAL SKILLS

 

Must be able sit/stand/walk for up to 8 hours per day. Must be able to lift up to 50lbs.

 

PHYSICAL DEMAND

 

Must be able sit/stand/walk for up to 8 hours per day. Must be able to lift up to 50lbs. Supports department in any other way that is asked and is within scope.