Job Details

Through direction from key hospital leadership, the Patient Experience Ambassador/Nursing Leaders supports programs and processes to promote a "patient centered" culture of caring and quality healthcare. Under the direct supervision of the Patient Experience Officer, the Patient Experience Ambassador is responsible for engaging with patients and their families to determine their needs and concerns and advocate on their behalf. Improves patient experience throughout the facility. Provides excellent customer/patient service both in their telephone interactions with patients and their families, as well as in their face-to-face interactions with all that they encounter. Creates a positive patient experience by consistently delivering excellent customer service and collaborating with internal service areas that support the patients needs. Acts as a crucial link between the patient and the care delivered by the clinical and support teams within the facility.

Foothill Regional Medical Center is a fully accredited acute care hospital, licensed for 177 beds120 beds for general acute care, 15 intensive care beds and 42 pediatric sub-acute beds. Our pediatric sub-acute unit, just one of six in California, serves patients from throughout the state. We care for patients up to 21 years of age who need long-term sub-acute care including ventilator care and nutritional support.

• Conducts patient rounds in all patient care areas where patients and their family members reside. Additionally, conducts patient rounds on all new patient admits utilizing daily census reports. While rounding on patients, ensures that patient rooms are clean, comfortable, and safe. If not, utilizes the appropriate reporting and communication tools to document requests for resolutions accordingly, to enhance the patient experience. Identifies opportunities to improve patient flow.
• Communicates and interacts with patients and families in a caring and empathetic, courteous, and respectful manner promoting family centered care. Actively connects with patients at the bedside and serves as an Ambassador to connect the patient's expectations and perspectives with hospital care team. Communicates delays to patients and their families. Acts as primary facilitator of all patient complaints, feedback, and compliments for the hospital. Addresses / Delegates / Escalates complaints, feedback, and/or issues in a timely manner.
• Collaborates with and acts as a resource for the hospital staff in the coordination of patients, families, and visitors. Encourages the use of appropriate service recovery and recognition options.
• Always maintains confidentiality, protects, and preserves patients' rights to include records, files, access to others hearing conversation, correspondence, and test results. Understands and complies with all HIPAA policies of the facility.
• Demonstrates and performs all interactions with the healthcare team will be with collaborative approach with an emphasis on customer service.
• Understands HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) and if requested, can educate others. Additionally, is proficient in utilizing and running reports from HCAHPS reporting application
• Attends and participates in patient centered committees, providing data and feedback when requested, and in within the scope of the Patient Ambassadors duties and responsibilities continuously carries out hospital values and its mission to attain excellence in the provision of healthcare services by consistently fulfilling the commitment to quality, and by compassionately and skillfully delivering continuously improving total patient centered service.

Required Qualifications:

• One (1) years of healthcare and/or customer service experience
• Ability to exercise emotional intelligence to engage patients and their families and exhibit empathy and compassion
• Ability to problem solve and critically think
• Excellent written and verbal communication skills
• Demonstrates excellent interpersonal communication, including active listening
• Demonstrates customer service skills appropriate to the job
• Ability to work independently
• Computer Literacy and Proficiency
• Ability to Multitask
• Ability to maintain flexibility and composure in a constantly changing environment
• Ability to manage highly confidential patient experience issues and complaints with diplomacy, tact, and persuasiveness

Preferred Qualifications:

• Bilingual communication skills are desirable
• Must be able to relate to and work with ill, disabled, elderly, emotionally upset, and at times hostile people within the facility
• Clinical background (CNA, PC Tech, LVN)

Pay Rate: Min - $17.40 | Max - $23.90