Patient Experience Ambassador

Yale New Haven Health Services Corp.; New Haven (CT); On-site; USD 28,000 - 36,000; Full time

Job summary

Yale New Haven Health Services Corp. is seeking a Patient Experience Ambassador to greet patients and visitors at hospital entrances, provide directions, and coordinate escorts and transports across campuses.

The role emphasizes delivering a high-quality, patient-centered experience and handling service recovery when needed. Required are a high school diploma (associate degree preferred) and at least 1 year in healthcare or customer service, with strong communication and attention to detail.

Qualifications

• Education: high school diploma or equivalent required; associate degree in hospitality, human services, social work, or related field preferred; completion of YNHH Learning Management courses within first 3 months.
• Experience: minimum 1 year in healthcare and/or customer service with problem-solving and handling sensitive issues.
• Skills: strong communication and customer service, attention to detail, physical endurance; wheelchair use knowledge preferred.

Responsibilities

• Greet and assist patients, families, and visitors at hospital entrances.
• Provide directory, escort, and transport services across Yale New Haven Hospital and St. Raphael campuses.
• Maintain lobby areas, provide information on local services, and support service recovery.
• Cross-coverage between YNHH campuses as needed by operations.

Skills

Excellent communication

Customer service

Attention to detail

Physical endurance

Education

High school diploma or equivalent

Associate degree in hospitality or related field

YNHH Learning Management courses within first 3 months

Job description

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

With guidance from the Manager, Guest Services, the Patient Experience Ambassador performs various duties to ensure high-quality guest service to our patients, their families, and visitors. They provide oversight of the first points of entry into the hospital and outpatient locations at all main entrances, including oversight to all entry waiting areas to ensure a clean, safe, and efficiently run environment. They are trained to retrieve and provide patient appointment information via a computer or tablet, maintain the visitor pass policy and procedures, and oversee the patient restriction policy. The Patient Experience Ambassador triages difficult situations that require escalation to supporting departments. They "manage up" all interactions with patients, families, and visitors to ensure the most positive and highest level of patient experience. They are also responsible for identifying and administering the need for varying types of service recovery.

EEO/AA/Disability/Veteran

Responsibilities

• 1.Performs a wide range of duties to ensure that support and information are available to patients, families, and visitors who are entering all main entrances of the hospital.
  • 1.1Provides a warm and welcoming greeting to all people entering the hospital, at all main entrances. Determine the needs of patients and guests entering the hospital to meet customer needs.
• 2.Provides directory, escort, and transport services (specific to Yale New Haven Hospital and St Raphael campuses only).
  • 2.1Provides wheelchair transports or escorts to patients and guests in a timely manner to their destination throughout the hospital and associated facilities.
• 3.Oversees amenities for patients and guests including orchestration of service recovery tools. Keeps work areas and lobby clean and neat at all times.
  • 3.1Provides a variety of info for patients/guests regarding local restaurants, banking, hotels, and shops. Keeps adequate 'Guide to New Haven' on hand for use.
• 4.Required to provide cross-coverage between YNHH campuses, based on operational need.

Qualifications

EDUCATION

High school graduate or equivalent required. Associate degree in hospitality, human services, social work, or like field preferred. Completion of internally selected YNHH Learning Management courses within first 3 months of starting position.

EXPERIENCE

Minimum of 1 year of experience in the healthcare and/or customer service industry with demonstrated experience in problem-solving and diffusing and handling sensitive issues with minimal supervision. Proven outstanding customer service skills.

SPECIAL SKILLS

Knowledge of proper wheelchair use is preferred. Excellent communication and customer service skills, attention to detail, and physical endurance.

PHYSICAL DEMAND

Ability to lift 40 lbs. and utilize proper body mechanics in moving and lifting patients and files. Extensive pushing, pulling, lifting, and walking.