Patient Ambassador

GSPP Rehabilitation; Philadelphia (Philadelphia County); On-site; USD 21,000 - 30,000; Part time

Job summary

Good Shepherd Penn Partners is seeking a Patient Ambassador for a part-time role with day/evening shifts (6P-10P). The ambassador supports patients, families, and visitors, emphasizing service excellence and collaboration with hospital departments to enhance the healing experience.

The position emphasizes greeting, empathy, professional appearance, adherence to privacy regulations, and proactive communication to improve patient satisfaction. Flexibility with schedule is required.

Qualifications

• High School Diploma required.
• 1-2 years of customer service experience preferred.
• Familiarity with HIPAA regulations.
• Ability to work in a fast-paced environment.

Responsibilities

• Greet patients, families, visitors and fellow team members.
• Assist with check-in and navigation for patients and guests.
• Promote a patient-centered experience and service excellence.
• Collaborate with staff to maintain a safe, clean environment.

Skills

Customer service

Communication

Teamwork

HIPAA compliance

Education

High School Diploma

Associate's Degree preferred

Job description

Part Time (less than 20 hrs/wk) , Day / Evening Shift , 6P-10P

JOB SUMMARY

The Patient Ambassador is frequently the first impression in the Patient Experience; providing support to patients, families, visitors, and fellow team members. This position is committed to Service Excellence and to working with other departments to enhance the art of healing at Good Shepherd Penn Partners. Responsibilities include assessing, interacting, and taking action for patients, families, visitors, and fellow team members to promote a truly patient centric experience. The Patient Ambassador’s goal is to exceed every expectation for every patient/family/team member/visitor every time.

ESSENTIAL FUNCTIONS

PATIENT/CUSTOMER SERVICE

Accountabilities

Exceeds the customer service expectations of patients and guests.

Greet all patients, families, visitors and fellow team members.

Places patients’/guests’ needs first and analyzes situations from their point of view.

Demonstrates awareness while assessing and anticipating patients’/customers’ and fellow team members’ needs and acts accordingly.

Presents self professionally and demonstrates professional behavior during interactions with others.

Is professional in appearance, adheres to a dress code, and promotes the Quality Brand and Professionalism of GSPP.

Demonstrates understanding and ownership of how his/her role contributes to achieving the best patient experience possible.

Develops collaborative relationships with team members to promote the patient experience.

Demonstrates a personalcommitment to ensuring a clean and safe environment. Picks up debris as necessary and notifies appropriate personnel for facilities related repairs and safety concerns.

Empowers fellow team members to resolve conflict at lowest level possible.

Collaborates with team members to create a work environment with a team approach and shares work schedules to prevent non-coverage of shifts for any period.

Promotes the availability of Patient Ambassador Services to all patients and guests any assistance needed.

Identifies program needs that would better serve patients and guests and maximize the patient experience.

Promotes and thanks patients for choosing GSPP for their health care.

Ensures communication and collaboration with supervisors and fellow co-workers to serve patients and other customers to the best of his/her ability.

Uses resources wisely – as if they were one’s own.

Complies with HIPPA and all other patient confidentiality regulation/polices.

Seeks feedback on how to improve performance and results and offers constructive feedback, as well.

Applies learning for improved performance and results.

Appreciates the difference between effort and achievement and produces results that are important to the patient and the HUP mission, vision, and core values.

Grasps the inevitability and challenges of change and adapts tactics accordingly; utilizes learning opportunities to prepare for changing work and methods.

Demonstrates a willingness to carry out responsibilities and a positive approach to accomplishing work.

Demonstrates the ability to effectively transmit and interpret information with internal and external customers.

Demonstrates the ability to empathize with all types of individuals – including those who are ill, in pain, as well as physical or mentally challenged.

Displays an outgoing personality and positive enthusiasm.

Demonstrates good judgment, communication, and problem solving skills to accurately resolve or triage inquiries and requests while providing timely follow-up on progress.

Manage difficult customer service situations and implement service recovery techniques to ensure positive patient relations. Escalate awareness and interventions to appropriate supervisors as needed.

Ability to effectively work independently and within a team environment. Promotes an environment of teamwork and achievement of common goals.

Flexibility with changes to scheduled hours; may be required to work night and weekend shifts.

Transport patients using wheelchairs or provide standing support as needed.

Complies with all GSPP policies and procedures.

Performs other duties as assigned.

Performance Measures (Supervisor evaluation/observation)

Communicates verbally and non-verbally, in a professional & timely manner

Initiates communication in challenging situations

Selects the most appropriate person(s) with whom to communicate

Listens actively and attentively to understand what is being communicated by others

Demonstrates professionally & technically correct verbal communication

Evaluates effectiveness of own communication & modifies communication accordingly

Communicates pertinent information to the appropriate person in a timely manner

Modifies communication style to effectively handle challenging customer situations

Complies with Standards of Appearance policy

Completes HIPAA examinations with passing score and attends meetings regarding HIPAA policies

Understands and adheres to departmental policies and procedures

Demonstrates behaviors that contribute to a positive work environment

Treats others with positive regard, dignity, respect & compassion

Establishes rapport with patients

Accepts responsibility for own actions & takes corrective action when appropriate or advised by Supervisor

Demonstrates initiative

Adapts to change

Accepts constructive feedback with positive outcomes and follows direction from authority

Maintains a pleasant disposition at all times even in the most adverse circumstances.

Knows process of when and whom to notify (i.e., Supervisor/management) when an issue becomes too complicated to solve independently.

Body Language-Consistent and pleasant disposition, eye contact

Voice-Consistently demonstrates the ability to communicate clearly, pleasant voice tone, demonstrates understanding and calmness with all patients/customers

Communication-Ensures patient/customer understanding and anticipates needs, delivers appropriate information, addresses patient/customer with proper surname

Builds rapport and exhibits approachability by being easy to talk to, sensitive to patients’/customers’ anxieties and needs, and capable of putting others at ease

Uses AIDET model and ends every interaction with “Is there anything I can do for you?”

PATIENT/EMPLOYEE SAFETY

ACCOUNTABILITIES

Participates in Entity and Department wide initiatives for Patient /Employee safety

Demonstrates an awareness of patient/ employee safety when carrying out daily responsibilities of their position

Validation of annual competencies required for the position

OPERATIONS

Accountabilities and Performance Measures

Scheduling Functions

Demonstrates working knowledge and accurate use of Penn Cart, SCM, SMS, HBOC, Navicare, and Canopy systems

Demonstrates ability to register patients for admission and to communicate with the HUP Admissions / Bed Management Center with accuracy.

Demonstrates ability to verify patients’ insurance coverage with accuracy

Patient Identification

Identifies the patient correctly using two identifiers: (Patient’s full name or name by which he/she is known in medical documents and patient’s date of birth.

Verifies correct DOB, address, telephone number, insurance information, and emergency contact information for every new patient

Check-in Process

Greets patient and visitors and welcomes them to GSPP.

Notifies physician and nurse of patient arrivals.

Reviews consent forms for patient signatures and applies patient ID band.

Reviews admission binder with patient and orients them to the facility.

Updates demographic information as needed in appropriate locations.

Copies insurance cards, front and back

Calls emergency contact person to notify them of the patient arrival to GSPP.

Ensures patient is assigned to correct bed location with active ERM account.

Daily Rounding

Completes daily Service Excellence rounding with patients at the bedside using AIDET model, addressing needs immediately, following up with the patient, family or visitor for resolution and ends each session by asking “is there anything else I can do for you?”.

Completes daily Service Excellence rounding in the hallways, lobbies, and other public locations available to patients and visitors, addressing needs immediately and following up with them for resolution.

Check-out Process

Confirms planned patient discharges each day and updates Navicare bed board.

Completes the discharge of patients in Navicare when the patients leave the facility.

For unscheduled transfers to ED or acute care, contacts the HUP Bed Management Center to coordinate appropriate discharge from ERM system and also coordinates the appropriate reinstatement of the ERM account if the patient returns to GSPP.

Initiates room turnover process when patients are discharged.

Management of Medical Records

Records are filed in a timely manner

Medical records request are processed according to department protocol.

Ensures unit work stations are prepped for daily activates. Ensures all charts are available.

Collaborates with clinical teams to ensure follow up appointments are scheduled appropriately

Management of Telephone and Call Bell Systems

Monitor, respond, and take action to patient and visitors needs using call bell and telephone systems

Delivers standard department greeting when answering the phone and call bell and telephone

Takes messages appropriately and checks voicemail

Ensures proper use of business phone

Closes phone calls with “is there anything else I can do for you?”

Rearranges daily schedule with ease to meet operational needs

Meets GSPP requirements regarding absences and lateness

Appropriate use of downtime

Follows time clock policy & procedure

Submits and takes accountability for appropriate and timely submission of Time Entry Adjustment documentation

Attendance and participation in all departmental meetings (all staff, unit, support staff, update, others)

Takes minutes and participates during meetings (offers solutions, provides feedback)

Health System ID is worn in accordance to GSPP policy

QUALIFICATIONS:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Education

High School Diploma required

Associate's Degree preferred

Work Experience

1-2 years of previous experiencepreferred

Licenses / Certifications

N/A

GOOD SHEPHERD'S UNIVERSAL FLU PROGRAM

As a health-care provider, we have a professional and ethical obligation to protect our patients and residents from developing further complications.

GOOD SHEPHERD'S UNIVERSAL FLU PROGRAM

To protect our patients and residents, Good Shepherd requires influenza (flu) vaccinations for all Associates, licensed independent practitioners, contracted, agency and temporary employees, students and volunteers.

***Important Note: Good Shepherd & GSPP Rehabilitation are drug free and tobacco free work environments. As a result, candidates selected for employment may be subject to a drug screen test.***

Good Shepherd is an Equal Employment Opportunity employer and does not discriminate in its hiring or employment practices. All qualified applicants will receive consideration without regard to their race, color, creed, religion, national origin, age, disability, sex, sexual orientation, veteran status or any other characteristic protected by State or Federal law.