Patient Experience Ambassador

Yale New Haven Health - New Haven, CT

Full-time
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.

SUMMARY

  • 6 Positions Available*
Positions Located in: (1) New Haven, (1) Old Saybrook, (1) Shoreline and (3) North Haven

Patient Experience ambassadors ("associates" for bargaining unit positions) perform a variety of duties to ensure high quality guest service to our patients, their families and visitors. Patient Experience Ambassadors provide oversight of first points of entry in to the hospital and key ambulatory sites at all main entrances. This includes oversight of all entry waiting areas to ensure a clean, safe and efficiently run environment, as well as providing training, support, recognition and supervision of Volunteers assigned to work with Patient Experience Ambassadors/Associates. Patient Experience Ambassadors are trained to provide patient information (via computer or hand-held tablet); maintain the visitor pass policies and procedures and oversee the patient restriction policies (for hospital based assignments), triage difficult situations requiring an escalation to Protective Services, Spiritual Care, or Patient Relations. Patient Experience Ambassadors "manage up" on all interactions with patients, families and visitors to ensure the most positive and highest level of patient experience. Patient Experience Ambassadors are also responsible for identifying the need for varying types of service recovery and administering that service when necessary.

EEO/AA/Disability/Veteran

Responsibilities
1. Performs a wide range of duties to ensure that support and information are available to patients, families/visitors entering all main entrances of both campuses. 1.1 Provides a warm and welcoming greeting to all people entering the hospital - at all main entrances. Determine needs of patients and guests entering the hospital in order to meet customer needs. 1.2 Displays sensitivity to patient and family concerns, cultural diversity and emotional needs - arcing up concerns to staff from Protective Services, Spiritual Care, Patient Relations, Nursing, Volunteer Services, Social Work, etc. when necessary. 1.3 Identifies breakdown in services for patient/family/visitors and provides feedback to Guest Services leadership for further follow-up with appropriate departments. 1.4 Orchestrates Patient Visitation policies. Provides accurate information regarding patient location and careful oversight of patient restriction policies. 1.5 Listens to patient and family issues/concerns/complaints and resolves or arcs up as appropriate. 1.6 Is the first point of "triage" to assess if a patient/visitor/guest is experiencing a difficult situation that may warrant varying types of service recovery. Is empowered to take appropriate service recovery actions when necessary.
2. Provides directory, escort and transport services 2.1 Escorts patients and guests in a timely manner to their destination throughout the hospital and associated facilities. 2.2 Checks in with staff at drop off destination to ensure patient/guest is in correct location and closes hand-off. 2.3 Assures safety and cleanliness of wheelchairs after every use. Follows hospital procedures to remove soiled and/or damaged wheelchairs from service. 2.4 Keeps adequate par of wheelchair at each entrance; round periodically when necessary to obtain sufficient par. 2.5 Assures there is proper hand-off of patients waiting in lobby for discharge. 2.6 Provides clear and accurate walking directions to guests to ensure they arrive at proper location.
3. Oversees amenities program for patients and guests including orchestration of service recovery tools and keeps work areas and lobby clean and neat at all times. 3.1 Provides a variety of information for patients/guests regarding area attractions, restaurants, events, hotels and shops. Keeps adequate "Guide to Downtown New Haven" on hand for use. 3.2Ensures that all entrances are clean and clear of clutter. Reports need for cleaning, spills, repairs, etc. immediately to EVS and/or appropriate department. 3.3 Routinely checks the eGreeting mailbox for new entries; reviews, validates, prints and delivers greetings to inpatients.
4. Oversees volunteers assigned to this front line position. 4.1 Demonstrates an understanding of the philosophy of volunteerism and the needs of volunteers, advocating for volunteers in serving families in this program as appropriate. 4.2 Works collaboratively with the Volunteer Coordinators to determine volunteer staffing needs. 4.3Provides guidance, support, and supervision to assigned volunteers. 4.4 Is responsible for insuring that volunteers are appropriately trained and recognized. 4.5 Assesses volunteer pars to provide adequate coverage at entrances.

Qualifications
EDUCATION

High School Graduate. Associates degree in Customer Service field preferred.

EXPERIENCE

Two (2) to four (4) years experience in a healthcare and or customer service industry with demonstrated experience in problem solving and diffusing and handling sensitive issues with minimal supervision through to completion. Proven outstanding customer service skills ansd leadership skills. Experience working with volunteers a plus.

SPECIAL SKILLS

Proper use of wheelchairs while providing patient transportation is required.

PHYSICAL DEMAND

Proper use of wheelchairs while providing patient transportation is required.

Additional Information
Excellent customer service skills. Must be able to walk long distances and push patients in wheelchairs. Great communication skills. First point of service position requiring staff to provide an excellent first impression while providing directions/way finding, escorts, etc.