Patient Ambassador - Bilingual - Spanish - preferred

Description

Job Purpose

As a Patient Ambassador, you will play a crucial role in ensuring a positive and comforting experience for patients and their families within a healthcare setting. You will serve as a liaison between patients, their families, and the healthcare staff, providing support and assistance to enhance the overall patient experience.

Duties and Responsibilities

• Intake patients and ask questions based on screening criteria
• Keep individuals and screening station in an organized fashion to prevent crowding
• Inform patients and the public of current process and screening flow
• Work with other department staff to communicate patient or scheduling needs and patient screening information
• Seek guidance when additional questions arise in the process of screening a patient
• Act as a friendly and approachable point of contact for patients and their families, addressing their concerns, answering questions, and providing emotional support.
• Assist patients and families in navigating the healthcare facility, guiding them to various departments, appointments, and amenities.
• Assess patient medical status to ensure emergency situations are addressed promptly by directing those individuals to a medical provider or emergency services
• Proactively approach & greet all guests in an effort to provide an exemplary first impression that fosters an inclusive and welcoming environment
• Confirm patient’s needs and take appropriate screening action or provide appropriate information, direction, and escorting as requested and according to established policies and procedures
• Listen carefully and be sensitive to the needs and wishes of all guests
• Treat all guests with dignity and respect
• Enter and/or retrieves data from established computer systems using knowledge of various computer software applications.
• Communicate in a way that supports patient confidentiality
• Observe/maintain the assigned area for potential safety or security issues, overall neatness, and cleanliness - notify appropriate personnel to ensure that corrective action is taken, as necessary
• Act as a liaison between patient families, clinical areas, and physicians to provide efficient and accurate information flow
• Assist with appointment confirmation, call no show, and reschedule cancelled appointments as needed
• Gather feedback from patients and their families regarding their experiences to facilitate continuous improvement in patient care.
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards

Requirements

• Excellent interpersonal skills
• Ability to perform a variety of duties - often changing from one task to another of a different nature without loss of efficiency or composure
• Strong verbal and written communication skills
• Maintain a professional and courteous demeanor at all times
• Prior experience in a customer service or patient-facing role within a healthcare or hospitality setting is preferred but not mandatory.
• Basic computer skills required.
• High School Diploma or equivalent GED is required.
• One (1) year of customer/patient service-related work
• Bilingual - Spanish - preferred

Working Conditions

• Physical Demands: While performing the duties of this job, the employee is required to move extensively around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: Works in a well-lighted/ventilated office setting. Subject to frequent interruptions. Minimal occupational exposure to infectious diseases, blood borne pathogens, hazardous chemicals, noxious odors, latex, or musculoskeletal injuries. Operate Office machines properly and in accordance with Hospital safety standards. Ability to work in accordance with Hospital Safety Standards.

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.