Patient Ambassador | Full-Time | 6:00AM - 2:30PM

UF Health; Gainesville (FL); On-site; USD 32,000 - 42,000; Full time

Job summary

UF Health in Gainesville, FL seeks a Patient Ambassador for the Emergency Department to promote a positive patient experience by coordinating care across physicians, nurses, and support staff. You will round on patients and ED areas to expedite throughput and provide timely patient updates.

You will resolve requests, de-escalate concerns, and support ED volunteers while contributing to service and quality improvement efforts in a fast-paced hospital setting.

Qualifications

• High School diploma with 3 years relevant experience required.
• Associate degree with 1 year relevant experience or Bachelor's degree.
• 2 years clerical/customer service experience, preferably in health care/hospitality concierge-like service.
• Strong de-escalation, interpersonal, and communication skills.
• Must discuss medical situations with patients/families professionally.
• Ability to multi-task in a fast-paced environment; basic medical terminology helpful.

Responsibilities

• Promotes a positive patient experience by coordinating care across physicians, nursing, and ancillary staff.
• R rounds on patients and ED environment to ensure smooth throughput and service quality.
• Acts as liaison between patient, hospital staff, and faculty; provides status updates and resolves patient requests.
• Trains Emergency Department volunteers and supports program administration.
• Tracks and reports patient complaints; communicates concerns to ED leadership for quality improvement.
• Proposes strategic solutions to enhance coordinated care in the ED Service Ambassador program.

Skills

Interpersonal skills

Customer service

De-escalation

Communication

Multi-tasking

Medical terminology (basic)

Education

High School diploma

Associate degree

Bachelor's degree

Job description

Overview

Monday through Friday - 6:00 AM to 2:30 PM

The Patient Ambassador promotes a positive patient experience by facilitating an interdisciplinary approach to providing high quality and coordinated care in the Emergency Department. Rounds on patients and the Emergency Department environment to ensure a positive patient experience, and to expedite hospital throughput by anticipating and preventing bottlenecks in patient flow. Responsible for providing patients with consistent information and status updates by acting as a liaison between the patient, hospital staff, and faculty. Identifies and provides resolution to patient requests through collaboration with physician, nursing, and ancillary departments. Serves as the point of contact to addresses patient concerns and employs de-escalation techniques and service recovery. Provides management direction and responsible for training Emergency Department volunteers. Tracks and maintains detailed reports about patient complaints and requests; communicates areas of concern to hospital and COM leadership for service and quality improvement. Proposes strategic solutions to enhance coordinated care to the ED Service Ambassador program administrative and physician champions.

Qualifications

Minimum Education and Experience Requirements:

• High School diploma and three (3) years relevant experience required.


• May also qualify with associate's degree and one (1) year relevant experience or with bachelor's degree.


• Two (2) years clerical/customer service experience strongly preferred--ideally in a health care or hospitality-related industry working with a concierge-style service model.


• High level of success when deescalating patient complaints with creative and situation appropriate resolutions.


• Must have excellent interpersonal, customer service, and communication skills.


• Must be able to perform independently under stress when confronted with emergency or critical situations.


• Incumbent must be comfortable discussing a variety of medical situations with patients and families in a professional and confidential manner.


• Must be able to multi-task effectively in a fast-paced and dynamic environment, maintaining a high standard of patient focus while making generalizations, evaluations, or decisions based on sensory or judgmental criteria. A working knowledge of medical terminology would be helpful.

Licensure/Certification/Registration: N/A