Patient Experience Ambassador - Northshore

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! 

This role enhances the patient care experience in a high-volume healthcare setting by engaging with patients to protect privacy and deliver clear, respectful communication. Conducts proactive supplementary rounds to assess the support patient needs. Facilitates resolutions and addresses patient concerns in timely, empathetic manner. Provides real-time support and initiates appropriate escalation to improve patient satisfaction. Collaborates with teams to share ongoing feedback about trends in systems and procedures. Suggests improvements to ensure continuous development of service processes. Fosters a culture of compassionate, patient centered service.

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 – High School Diploma.
Preferred - Associate's degree in healthcare, business administration, or related field.

Work Experience

Required – 2 years of related healthcare or customer service experience.

Knowledge Skills and Abilities (KSAs)

• Proficiency in using computers, software, and web-based applications.
• Effective verbal and written communication skills to present information clearly and professionally.
• Build strong relationships across all organizational levels and effectively communicate complex concept with clarity and influence.
• Strong interpersonal, conflict resolution skills, and analytical skills.
• Strong problem-solving skills and the ability to work independently; effectively organize and manage workload to ensure reliable follow-through and timely completion of deliverables
• Maintains strict confidentiality of patient contact details, medical information, and other sensitive matters while consistently demonstrating a patient-centered approach to care.
• Travels as needed to facilities across the health system.

Job Duties

• Adapts behavior to the specific needs of the patient population, ensuring respect for privacy, appropriate introduction methods, tailored explanations of services or procedures, and clear Commnication regarding permissions and procedure details.
• Conducts proactive supplementary patient rounds in high-volume areas to enhance patient care and experience.
• Collaborates with leaders to provide feedback on trends related to existing systems and procedures, thus facilitating continuous process improvement.
• Partners with regional Patient Experience Advisor to provide additional insight to leadership on local team actions and engagement in initiatives aimed at enhancing the overall patient experience and promoting a culture of care.
• Serves as a non-clinical patient liaison for real-time escalations to leadership and Physician teams to increase patient and family awareness, ensuring their concern are heard and address effectively.
• Supports organizational goals and maintaining a patient-centered approach.
• Performs other related duties as assigned.

The above statements describe the general nature and level of work only. They are not an exhaustive list of all required responsibilities, duties, and skills. Other duties may be added, or this description amended at any time.

Remains knowledgeable on current federal, state and local laws, accreditation standards or regulatory agency requirements that apply t