Site Experience Ambassador

Dept_PhysLoc_OrgGroup; Hamilton; On-site; CAD 40,000 - 60,000; Full time

Job summary

The Dept_PhysLoc_OrgGroup in Hamilton, Ontario seeks a Multi-Hospital Patient Experience Ambassador to deliver best-in-class service as patients use HealthHub devices across facilities. You will guide patients to rent HealthHub services and support revenue growth at the bedside.

You will engage with hospital staff and patients, respond to inquiries, document service activities, and help ensure marketing materials and equipment are on hand to support service delivery in a fast-paced hospital

Responsibilities

• Provide an excellent customer experience at every point of contact.
• Key revenue driver at the bedside through promoting HealthHub services to patients.
• Accountability to revenue targets, leveraging tools to sell HealthHub services.
• Identify revenue generating opportunities at the hospitals.
• Respond to customer inquiries regarding the provided services in a timely and professional manner.
• Engage hospital patients and staff to gather feedback on HealthHub services.
• Inspect, audit, and document on-site equipment.
• Ensure stock of marketing materials is available on-site.
• Assist customers in completing the rental process, including activation and payment processing.
• Complete assigned service tickets in the reporting system with required details.
• Analyze KPI data to identify revenue opportunities and improvements.
• Follow HH and hospital health and safety guidelines, including 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