Patient Ambassador

9 hours ago


Orlando Florida, United States Orlando Health Full time
Job Summary

Orlando Health Jewett Orthopedic Institute is seeking a Patient Ambassador to promote an exceptional customer service experience for patients, families, and guests. This role champions the continuum of care through collaboration and interdepartmental communication, serving as the dedicated liaison between patients, families, and guests, and the Institute's departments, service personnel, and contracted services.

Key Responsibilities
  • Provide directions and information regarding the Institute's services, amenities, and hours of operation to all patients, guests, and team members.
  • Deliver timely and knowledgeable responses to inquiring patients, guests, and team members.
  • Respond and resolve customer service concerns and initiate necessary follow-up with appropriate individuals.
  • Implement service recovery efforts as appropriate.
  • Coordinate non-clinical services and amenities for patients and families upon request.
  • Host welcome sessions for future patients and families.
  • Understand the nature of the services provided by the hospital departments to support patients, operations, and goals.
  • Review pre-hospital checklist for completion and follow up with department leaders to resolve outstanding items.
  • Lead hospitality services operations by maintaining open communication with department leaders, anticipating changes, and disseminating relevant information to the appropriate areas to support patient flow.
  • Promote personalized patient comfort and support for all admitted patients throughout their stay.
  • Assist patients with access and navigation of patient online services.
  • Conduct routine department daily rounding to promote outstanding customer service.
  • Facilitate resolution and closure in quality of care and service issues.
  • In alignment with the multidisciplinary team, serve as the discharge coordinator for the hospitality service departments and vendors.
  • Remain current with hospitality trends within the healthcare setting and make recommendations for program improvements.
  • Partner with the interdisciplinary team and contracted services to develop resource information and education materials for patients and families.
Requirements
  • High School diploma or equivalent.
  • Two (2) years of experience in the customer service or hospitality industry setting.

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