Patient Ambassador

AdvantageCare Physicians; New York (NY); On-site; USD 37,000 - 51,000; Full time

Job summary

AdvantageCare Physicians in the New York metropolitan area is seeking a Patient Ambassador to enhance the overall patient experience across our care journey. You will identify service gaps, guide patients, promote digital engagement, and partner with office leadership to improve satisfaction and operational responsiveness.

The role requires about 2 years in healthcare or hospitality customer service, strong communication, problem solving, and knowledge of HIPAA and healthcare administration.

Qualifications

• 2 years of experience in customer service in the healthcare or hospitality industry
• Able to exercise initiative, judgment and problem solving
• Able to develop and maintain effective relationships with administrative and clinical staff members, clients, regulators and patients.
• Knowledge of healthcare administration, patient service recovery philosophy, policies and operation procedures
• Knowledge of insurance plan benefits related to patient care
• Knowledge of governmental regulations and reimbursement requirements
• Knowledge of HIPPA guidelines/practices/procedures
• Knowledge of computer systems and applications
• Strong communication skills, both written and verbally

Responsibilities

• Works directly with the Practice Administrator and Nurse Manager, if needed, to improve the patient experience during every encounter by anticipating patient needs and when needed, offering tailored patient recovery for missed or unexpected events. Promotes a positive experience by providing direction through the patient journey. Leads real-time service recovery for patients experiencing delays, dissatisfaction, confusion, or unexpected changes in care, partnering with office leadership and clinical teams to resolve concerns promptly. Assists and supports patients through the grievance process providing a mutually agreeable solution.
• Proactively rounds in patient-facing areas to identify patients who may need assistance, reassurance, direction, or escalation before concerns become complaints. Serves as a patient advocate and navigator by helping patients understand next steps in their visit, access follow-up resources, and move smoothly through the care experience.
• Reviews and responds to patient complaints as expressed in person or through the Patient Experience surveys. Problem solves on behalf of the patient and works to resolve patient issues.
• Identifies and reports on patient satisfaction trends and patterns to be addressed. Works in conjunction with the medical office leadership to identify the cause of the problems and propose solutions.
• Coaches and supports front-desk and care team staff in patient-centered communication, deescalation techniques, and consistent service behaviors. Promotes digital engagement and self-service adoption by educating patients on MyChart, kiosks, tablets, and other tools in a way that improves confidence and access—not simply completing the task for them.
• Supports patient experience initiatives by participating in action plans aimed at improving satisfaction scores, reducing complaints, and strengthening the overall office experience. Meets with regional operational leadership and Chief Operating Officer to identify opportunities for patient experience improvement.
• Performs other job-related duties as required including periodic webinar-based education on the patient experience, de-escalation techniques and Epic check in applications.

Skills

Customer service

Healthcare experience

Communication skills

Problem solving

Interpersonal skills

Job description

Careers at AdvantageCare Physicians: At AdvantageCare Physicians, our providers and care teams reflect our commitment to population health. Improving the health of our patients is our goal; keeping our patients healthy is our commitment. Using our state-of-the-art electronic medical record (EMR) system, our providers, care teams, and practice administration staff work together to deliver high-quality, comprehensive and convenient care to our patients.

To protect the health and safety of our workforce, members, patients, and the communities we serve, AdvantageCare Physicians require all new employees to be fully vaccinated for COVID-19. Exemption/reasonable accommodations may be granted because of 1) a qualifying medical condition or disability that makes getting the vaccine unsafe for the individual, or 2) objection on the basis of sincerely held religious beliefs and/or practices.

AdvantageCare Physicians (ACPNY) is a primary and specialty care practice serving half a million patients across the New York metropolitan area. With more than 30 medical offices across New York City's five boroughs and Long Island, ACPNY is continually expanding our practice and enhancing our services for communities throughout New York. As we grow, our employees grow with us.

Summary of Position

• The Patient Ambassador proactively supports the full patient experience by identifying service gaps in real time, resolving patient concerns through service recovery, guiding patients through the care journey, promoting digital engagement, and partnering with office leadership to improve patient satisfaction and operational responsiveness.

Principal Accountabilities

• Works directly with the Practice Administrator and Nurse Manager, if needed, to improve the patient experience during every encounter by anticipating patient needs and when needed, offering tailored patient recovery for missed or unexpected events. Promotes a positive experience by providing direction through the patient journey. Leads real-time service recovery for patients experiencing delays, dissatisfaction, confusion, or unexpected changes in care, partnering with office leadership and clinical teams to resolve concerns promptly. Assists and supports patients through the grievance process providing a mutually agreeable solution.
  
• Proactively rounds in patient-facing areas to identify patients who may need assistance, reassurance, direction, or escalation before concerns become complaints. Serves as a patient advocate and navigator by helping patients understand next steps in their visit, access follow-up resources, and move smoothly through the care experience.
  
• Reviews and responds to patient complaints as expressed in person or through the Patient Experience surveys. Problem solves on behalf of the patient and works to resolve patient issues.
  
• Identifies and reports on patient satisfaction trends and patterns to be addressed. Works in conjunction with the medical office leadership to identify the cause of the problems and propose solutions.
  
• Coaches and supports front-desk and care team staff in patient-centered communication, deescalation techniques, and consistent service behaviors. Promotes digital engagement and self-service adoption by educating patients on MyChart, kiosks, tablets, and other tools in a way that improves confidence and access—not simply completing the task for them.
  
• Supports patient experience initiatives by participating in action plans aimed at improving satisfaction scores, reducing complaints, and strengthening the overall office experience. Meets with regional operational leadership and Chief Operating Officer to identify opportunities for patient experience improvement.
  
• Performs other job-related duties as required including periodic webinar-based education on the patient experience, de-escalation techniques and Epic check in applications.

Qualifications

Education, Training, Licenses, Certifications

Relevant Work Experience, Knowledge, Skills, and Abilities

• 2 years of experience in customer service in the healthcare or hospitality industry
  
• Able to exercise initiative, judgment and problem solving
  
• Able to develop and maintain effective relationships with administrative and clinical staff members, clients, regulators and patients.
  
• Knowledge of healthcare administration, patient service recovery philosophy, policies and operation procedures
  
• Knowledge of insurance plan benefits related to patient care
  
• Knowledge of governmental regulations and reimbursement requirements
  
• Knowledge of HIPPA guidelines/practices/procedures
  
• Knowledge of computer systems and applications
  
• Demonstrated ability to respond to comments/concerns with the highest degree of interpersonal understanding, flexibility and caring.
  
• Able to analyze and interpret complex data
  
• Able to research and prepare comprehensive reports
  
• Strong communication skills, both written and verbally

Additional Information

• Hiring Range: $27.00-$36.50 per hour

Pay Disclosure

At AdvantageCare Physicians, we prioritize transparency in our compensation practices. We provide a good faith estimate of the salary range for potential hires, which is based on key factors such as role responsibilities, candidate experience, education and training, internal equity, and market conditions. Please be aware that this estimate doesn’t account for geographic differences related to your work location. Typically, new hires may not start at the top of this range, as compensation is tailored to each individual's circumstances. For union positions, salaries will be determined according to the collective bargaining agreement. Join us at AdvantageCare Physicians, where your contributions are valued and supported by fair compensation.

EEOC Statement

We value the diverse backgrounds, perspectives, and experiences of our workforce. As an equal opportunity employer, we consider all qualified applicants for employment regardless of race, color, religion, sex, sexual orientation, gender identity, pregnancy, marital status, national origin, disability, veteran status, or any other protected characteristic protected by law.