Site Experience Ambassador

HealthHub; Hamilton; On-site; CAD 45,000 - 65,000; Full time

Job summary

HealthHub in Hamilton, Ontario, seeks a Multi-Hospital Patient Experience Ambassador to deliver best-in-class customer service to patients using HealthHub devices across Canadian hospitals. You will promote HealthHub services at the bedside and guide users through the rental process, supporting revenue growth.

Collaborating with Operations and Rental Management, you will respond to inquiries, document on-site equipment, ensure marketing materials are stocked, and help identify opportunities to

Responsibilities

• Provide excellent customer experience at every point of contact.
• Be the revenue driver at the bedside through promoting HealthHub services and guiding patients to rent HealthHub services.
• Accountability to revenue targets, leveraging tools to strategically sell HealthHub services at the bedside.
• Be a thought leader to identify revenue-generating opportunities at the hospitals.
• Respond to all customer inquiries regarding the provided services in a timely and professional manner.
• Engage hospital patients and staff to understand their view and feedback on HealthHub services.
• Inspect, audit, and document on-site equipment.
• Ensure required stock of marketing materials are available on-site.
• Assist the customer in completing the rental process, including activation of services, and processing of payment.
• Complete assigned service tickets in the trouble reporting system, including all required service information and times.
• Identify and act on opportunities to improve revenue generation through KPI insights.
• Follow all HH and hospital health and safety guidelines, including hospital-specific infectious control standards

Job description

PURPOSE OF THE POSITION:

The Multi-Hospital Patient Experience Ambassador provides best-in-class customer service as patients use HealthHub devices across Canadian hospitals. They are the key revenue driver at the bedside through promoting and guiding patients (users) to rent HealthHub services, marketing and awareness. They are accountable to revenue targets, leveraging tools and marketing marketing material to strategically sell HealthHub services at the bedside.

JOB INTERACTIONS AND INTERFACES:

Internally: This role interacts with members of the Operations and Rental Management teams. Externally: This role interacts with hospital administration and end users.

Responsibilities:

• Provide an excellent customer experience at every point of contact.
• Key revenue driver at the bedside through promoting and guiding patients (users) to rent HealthHub services, marketing and awareness.
• Accountability to revenue targets, leveraging internal tools to strategically sell HealthHub services at the bedside.
• Be a thought leader and strategist to identify revenue generating opportunities at the hospitals
• Respond to all customer inquiries regarding the provided services in a timely and professional manner.
• Engage hospital patients and hospital staff members to understand their view and feedback on HealthHub services.
• Inspect, audit, and document on-site equipment.
• Ensure required stock of marketing materials are available on-site.
• Assist the customer in completing the rental process, including activation of services, and the processing of the payment.
• Complete assigned service tickets in the trouble reporting system, including all required service information and times.
• Identify and act on opportunities to improve revenue generation through insights generated by regularly analyzing KPI reporting.
• Follow all HH and hospital health and safety guidelines, including hospital-specific infectious control standards