Patient Ambassador| Patient Experience| Day | Full Time

UF Health; Gainesville (FL); On-site; USD 35,000 - 45,000; Full time

Job summary

A health services organization in Gainesville, Florida, is seeking a Patient Ambassador to promote positive patient experiences in the Emergency Department. This role involves acting as a liaison between patients and hospital staff, managing patient complaints, and ensuring seamless care coordination. Candidates should possess a high school diploma and relevant experience, with strong interpersonal and customer service skills. This position requires the ability to work under stress and handle emergency situations professionally.

Qualifications

• High School diploma and three years relevant experience required.
• Associate's degree and one year relevant experience or Bachelor's degree.
• Two years clerical/customer service experience preferred, ideally in health care or hospitality.

Responsibilities

• Promote a positive patient experience in the Emergency Department.
• Act as a liaison between patients and hospital staff.
• Provide resolution to patient requests through collaboration.

Skills

Excellent interpersonal skills

Customer service skills

Communication skills

Ability to multi-task

Problem-solving skills

Education

High School diploma

Associate's degree

Bachelor's degree

Job description

Patient Ambassador

Promotes a positive patient experience by facilitating an interdisciplinary approach to providing high quality and coordinated care in the Emergency Department.

• Perform 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.

• Associate's degree and one (1) year relevant experience or
• 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.

Motor Vehicle Operator Designation

Employees in this position: none provided.

Licensure/Certification/Registration

NA