Patient Ambassador

Position Title:

Patient Ambassador

Department:

Environmental Services

Job Description:

General Description:

The Patient Ambassador is responsible for successfully coordinating and directing all patient experience activities in collaboration with Environmental Services leadership at their assigned facilities.  The Patient Ambassador will monitor unit patient satisfaction metrics including patient satisfaction surveys, create and distribute reports at least monthly to unit leadership. 

Essential Responsibilities:

Achieve Budget/Financial Responsibilities (5%)

• Tracks financial incentives and penalties as tied to patient satisfaction performance for respective unit.

Customer Relations (15%)

• Maintains and supports client satisfaction.
• Administers required client/customer surveys (and other feedback instruments) and responds in a timely and effective manner.
• Ensures that all employees demonstrate an aggressive hospitality (respect) orientation toward customers and clients.
• Promotes client awareness of the Patient Experience Program and the availability of corporate resources.
• Monitors and ensures compliance, progression, and follow-up of any patient satisfaction initiatives.
• Assists in customizing programs to meet unique needs as required.
• Assists in developing and/or monitoring a department/unit patient satisfaction action plan and reporting to clients as needed.
• Participates and adds value to hospital committee (i.e., Patient Satisfaction Committee, Nursing, Administration, HCAHPS Committee, etc).

Operation Excellence (55%)

• Responsible for implementation and effectiveness of patient satisfaction programs at unit site for compliance with corporate and division standards.
• Takes necessary actions to ensure that all corporate quality and service standards are met.
• Ensures compliance with all regulatory agencies (CMS, JCAHO).
• Responsible for monitoring compliance with the agreed upon corporate and divisional patient satisfaction programs.
• Increases department patient satisfaction performance by promoting and monitoring patient satisfaction progress and exploiting success.
• Maintains an awareness of the patient satisfaction updates and industry conditions.
• Demonstrates and promotes corporate culture, values, and management philosophy.
• Demonstrates a proactive and enthusiastic attitude in striving for and meeting all patient satisfaction goals and objective.
• Recognizes the need for and demonstrates good communication and listening skills with clients, customers, and employees.
• Interacts with fellow Patient Ambassadors to idea share and learn about best practices.
• Always represents the corporation both professionally and ethically.
• Interfaces proactively with all support departments to obtain best results for all concerned.
• Works closely with on-site management team to reach operational goals. 
• Demonstrates knowledge of patient satisfaction measurement method(s) and CMS HCAHPS survey as used at site.

People Management (10%)

• Assists in effective employee relations programs at unit site.
• Encourages employee creativity and innovation.
• Provides recognition for employee when programs are implemented with success.
• Responsible for preparation and implementation of specific development and training specific plans for patient satisfaction success.

Administration (15%)

• Evaluates programs, its alignment with goals and report to operational teams, as necessary.
• Assists with on-site reporting and communication.
• Plans, organizes, directs, coordinates, and supervises patient satisfaction functions and activities of the department.
• Composes patient satisfaction reports as needed to management. 
• Implements forms, data, and ensure standardization for departmental patient satisfaction operations success.
• Reports on success/failure of practice(s) tested in regional “patient experience labs”.  If deemed successful, assist in the standardization of the practice.

General Responsibilities: 

• Performs other duties as assigned.

Minimum Qualifications:

Education:  High School Diploma or GED required.

Experience:  0-3 years of experience required.

License(s)/Certification(s)/Registration(s) Required: None required.

Knowledge, Skills, and Abilities:

• Ability to