Patient Experience Ambassador Full Time - Patient Experience

Montefiore Nyack Hospital; Village of Nyack (NY); On-site; USD 26,000 - 37,000; Full time

Job summary

Montefiore Nyack Hospital is seeking a Patient Experience Ambassador to enhance the hospital experience for patients and families. You will manage the lobby/reception area, address concerns, and participate in improvement initiatives aimed at exceptional patient satisfaction.

Under the direction of the Manager of Patient Experience, you will collaborate with department and hospital leadership, serve as a liaison, and contribute to service recovery as needed.

Qualifications

• High School diploma required.
• 1–3 years hospital customer service experience preferred.
• Bilingual Spanish preferred (Medium proficiency).
• Excellent interpersonal and communication skills.

Responsibilities

• Serve as liaison between patients, families and medical/administrative teams.
• Engage with patients to support engagement in care during the hospital stay.
• Listen to concerns and mediate issues, escalating when needed.
• Support service recovery for dissatisfied patients and families as needed.
• Participate in initiatives to improve overall patient and family satisfaction.
• Join multidisciplinary committees and share the patient and family voice in improvement efforts.
• Welcome and direct patients/visitors, issue visitor passes, provide hospital information and answer phones.

Skills

Customer service

Interpersonal skills

Communication skills

Spanish (medium)

Education

High School Diploma

Job description

City/State:

Nyack, New York

Department:

Patient Satisfaction_2

Work Shift:

Day

Work Days:

MON-FRI, ALTERNATING WEEKENDS AND HOLIDAYS

Scheduled Hours:

10:30 AM-7 PM

Scheduled Daily Hours:

8 HOURS

Scheduled Weekly Hours:

40

Hourly Rate/Range:

23.00

For positions that have only a rate listed, the displayed rate is the hiring rate but could be subject to change based on shift differential, experience, education or other relevant factors.

Job Summary

Under the direction of the Manager of Patient Experience, the Patient Experience Ambassador enhances the overall hospital experience of patients and their families, supporting patients and families as they navigate their healthcare experience. The Patient Experience Ambassador will have responsibility for the overall effective, friendly and efficient functioning of the lobby and reception area. They will participate in addressing patient or family concerns, providing service recovery as well as be involved in overall improvement initiatives with the ultimate goal of exceptional patient and family experience. The Patient Experience Ambassador participates and assists in the development and implementation of new initiatives to improve/increase overall patient and family satisfaction. The ambassador also participates in multidisciplinary committees and brings the voice of the patient and family into the organization’s ongoing improvement efforts. The patient experience ambassador interacts with various members of department and hospital leadership to share trends related to patient and visitor feedback as well as make recommendations on how to improve the patient and family experience.

Essential Functions

• Serve as liaison and advocate between patients, family members, and the medical and administrative teams.
• Interacts with patients/families to facilitate their engagement in the care provided during the hospital stay.
• Actively listen to concerns and mediate issues to ensure a position experience, escalating to department leadership when necessary.
• Recommends and/or deploys actions directed at service recovery for dissatisfied patients and families as needed.
• Participate and assist in the development and implementation of new initiatives to improve/increase overall patient and family satisfaction.
• Participates in multidisciplinary committees and brings the voice of the patient and family into the organizations ongoing improvement efforts.
• Interacts with various members of department and hospital leadership to share trends related to patient and visitor feedback as well as make recommendations on how to improve the patient and family experience.
• Responsible for welcoming and directing patients and visitors, issuing patient visitor passes, providing information to patients and visitors pertaining to hospital guidelines and answering the phone.

Qualifications

• High School Required
• 1-3 years Customer Service Experience in a hospital setting Preferred
• Bilingual Spanish preferred (Medium proficiency)
• Excellent interpersonal skills (Medium proficiency)
• Excellent Communication skills (High proficiency)

Montefiore Nyack Hospital is an equal employment opportunity employer. Montefiore Nyack Hospital will recruit, hire, train, transfer, promote, layoff and discharge associates in all job classifications without regard to their race, color, religion, creed, national origin, alienage or citizenship status, age, gender, actual or presumed disability, history of disability, sexual orientation, gender identity, gender expression, genetic predisposition or carrier status, pregnancy, military status, marital status, or partnership status, or any other characteristic protected by law.