Patient Experience Ambassador

Mentors unit and department leaders, physicians, and team members in establishing and hardwiring experience elevation, using patient and family experience insights, direct observation, and best practices, Performs other duties as assigned. The PX Ambassador provides compassion, hospitality, and de-escalation where indicated, and brings forward opportunities to recognize coworkers as well as opportunities to improve BMC patient experiences.

POSITION SUMMARY:

The Patient Experience Ambassador is responsible for ensuring an exceptional experience for patients, families, staff, and visitors of Boston Medical Center (BMC). The PX Ambassador checks in on patients to proactively anticipate and address or triage the needs of patients and families during their stay, supporting care teams through this process. The PX Ambassador provides compassion, hospitality, and de-escalation where indicated, and brings forward opportunities to recognize coworkers as well as opportunities to improve BMC patient experiences.

Position: Patient Experience Ambassador

Department: Patient Experience

Schedule: Full Time

ESSENTIAL RESPONSIBILITIES / DUTIES:

• Systematically rounds daily on inpatients, and other patients as directed.
• Serves as a liaison between patients, families, visitors, and staff for various elements of the hospital experience. Provides resources and coordination with physicians, staff, social work, dietary, housekeeping and other services as needed.
• Actively listens and responds to inquiries, special requests, and complaints. Effectively and independently manages patient feedback and problem solves to bring any issues to resolution in a timely manner. Initiates service recovery as warranted. Understands and honors all patient rights and applicable regulations.
• Provides a warm welcome to all patients, families, and visitors, including introduction of role and purpose, and establishes strong connections.
• Maintains a deep knowledge of BMC's physical layout, services, and systems so as to assist with questions
• Collects, documents, collates, and maintains all point-of care feedback.
• Shares complex issues and feedback trends with staff and leadership to identify opportunities for improvement and opportunities to share successes
• Attends and presents patients experience information during daily huddles as directed.
• Reviews patient experience scores with leadership to identify gaps and help set goals.
• Works collaboratively with staff to facilitate short-term intervention and develop long-term solutions intended to enhance the patient experience.
• Supports initiation and progress of improvement initiatives by incorporating focused questions into rounding practices, participating on improvement workgroups, and providing guidance and coordination of the work.
• Serves as a lead and role-model in fostering a culture of hospitality.
• Mentors unit and department leaders, physicians, and team members in establishing and hardwiring experience elevation, using patient and family experience insights, direct observation, and best practices,.
• Performs other duties as assigned.

(The above statements in this job description are intended to depict the general nature and level of work assigned to the employee(s) in this job. The above is not intended to represent an exhaustive list of accountable duties and responsibilities required).

JOB REQUIREMENTS

EDUCATION:

• Bachelor's degree preferred, or demonstrated equivalent experience.

CERTIFICATES, LICENSES, REGISTRATIONS REQUIRED:

• None

EXPERIENCE:

• At least 2 years of customer service experience, with at least 2 years in the healthcare industry.
• Proven outstanding hospitality and leadership skills.
• Demonstrated experience with problem solving and diffusing and managing sensitive issues through to completion with minimal supervision.
• The ideal candidate will be bilingual and manage the provision of language services through the available technology.

KNOWLEDGE AND SKILLS:

• Candidate must be a positive, compassionate, outgoing individual who is comfortable initiating conversation with strangers, and seeking out patient needs with a proactive approach.
• Deep knowledge of hospitality approaches and principles
• Ability to multi-task in a busy environment
• Excelled problem solving skills; ability to assess reasons for failures and adjust future approaches.
• Ability to remain positive under stress particularly during frequent interruptions.
• Excellent communication skills and ability to deal with patients and family members who may be in crisis
• Ability to respond to patient and family member needs by observing body language, facial expressions and listening in a participatory manner.
• Strong ability to take initiative/be a self-starter, take ownership, and resolve issues.
• Ability to work independently without close supervision
• Working knowledge of computer operations and associated software applications required to accomplish job responsibilities (i.e. EPIC, CBORD, Microsoft Suite: Word, Excel, PowerPoint)

Req id: 30064