Experience Ambassador - Full time - Afternoons, evenings and weekends- Washington DC

The Experience Ambassador supports and provides a stellar experience for patients and families waiting to be seen in the waiting rooms of the Emergency Department. Plays an essential role in keeping these families as comfortable as possible, anticipating and meeting their non-clinical needs as they await care by the clinical team.

Work schedule: Afternoons, evenings, and weekends. The schedule is to be finalized upon employment.

• Partners with teams to proactively identify families that may require additional assistance in a variety of situations including, but not exclusively, long wait times, siblings in attendance, specific non-clinical needs etc.

• Addresses issues immediately to prevent further escalation and to promote greater communication between families and care teams.

• Ensures that patients and families are consistently rounded on by collaborating with staff.

• Communicates to her/his patient experience department at staff meetings regarding the patient experience initiatives occurring throughout the hospital.

• Identifies underlying system problems or obstacles in delivering service and participates in developing a plan of action that will result in improvement.

• Collaborates with Patient Experience team to support front line staff.

• Serves as a resource for all patient experience team members and completes additional duties as assigned.

• Serve as the primary point of contact for patients and families regarding non-clinical aspects of the patient experience.

• Oversee waiting room to maintain a friendly and hospitable environment.

• Coordinate with the clinical team to ensure consistent and appropriate communication with patients and families, before, during, and after the visits.

• Establish relationships with Environmental Services, Security, and Facilities teams to maintain a safe and clean environment.

• Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience.

• Speak up when team members, patients & families appear to exhibit unsafe behavior or performance.

• Continuously validate and verify information needed for decision making or documentation.

• Stop in the face of uncertainty and takes time to resolve the situation.

• Demonstrate accurate, clear and timely verbal and written communication.

• Actively promote safety for patients, families, visitors and co-workers.

• Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance.