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
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
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.
Patient Experience Ambassador • New Haven, US
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