Service Ambassador - Kenner - Full Time

We've made a lot of progress since opening the doors in 1942, but one thing has never changed - our commitment to serve, heal, lead, educate, and innovate.  We believe that every award earned, every record broken and every patient helped is because of the dedicated employees who fill our hallways. 

At Ochsner, whether you work with patients every day or support those who do, you are making a difference and that matters.  Come make a difference at Ochsner Health and discover your future today! 

The Service Ambassador proactively interacts with patients, supports all levels of management and employees during rounds with patients and assists in the navigation of the overall health system in an effort to recover service breakdowns real time. The role provides feedback, recommendations, and support in the design and improvement of patient care systems to coordinate an exceptional patient/guest experience. This role partners with Experience of Care office to coach service recovery and de-escalation tactics with leaders. The Service Ambassador provides administrative/professional skills in managing the Patient and Provider Advocacy functions of Ochsner; assumes responsibility for assessing issues and facilitating appropriate action; works with patients, families, and/or staff in handling and resolving problems that occur during the course of hospitalization or clinic visit; and exhibits the skills to manage complaints and use mediation and negotiation skills.

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential duties.

This job description is a summary of the primary duties and responsibilities of the job and position. It is not intended to be a comprehensive or all-inclusive listing of duties and responsibilities. Contents are subject to change at the company’s discretion.

Education

Required – Bachelor’s degree in Healthcare, Business Administration or a related field.
Preferred - Master’s degree in Healthcare, Business Administration or a related field.

Work Experience

Required – 2 years in Direct Patient & Provider Advocacy (OR 3 years in project management, case management or related field). In lieu of Education Requirement – Highschool Diploma and 5 Years of Experience in Patient-Facing Role in Hospital Setting.

Certifications

Required – N/A

Knowledge Skills and Abilities (KSAs)

• Proficiency in using computers, software, and web-based applications.
• Effective verbal and written communication skills and the ability to present information clearly and professionally.
• Ability to work independently, organize workload to provide reliable follow-through and meet timelines, deadlines.
• Ability to build strong relationships at all levels; develop a full understanding of company practices and tools and communicate them effectively.
• Excellent interpersonal, conflict resolution skills, and analytical skills.
• Ability to maintain strict confidentiality regarding patient contact information, medical information, and all sensitive issues.
• Ability to travel amongst facilities across the health system.

Job Duties

• Adapts behavior to the specific patient population, including but not limited to: respect for privacy, method of introduction to the patient, adapting explanation of services or procedures to be performed, requesting permissions and communication style.
• Performs proactive patient rounds in high volume areas, such as hospital units, EDs and ambulatory settings.
• Collaborates with leaders to interpret and analyze issues as they relate to current systems and procedures through process improvement.
• Coaches leaders in partnership with Patient Experience Coaches on initiatives that enhance the overall patient experience.
• Serves as an Advocate real-time to Increase Patient/Family Awareness.
• Educates leaders and physicians on Patient and Provider Advocacy practices and policies.
• Represents the organization in a professional and positive manner to enhance both the organization's reputation and patient experience.
• Performs other related