Patient Ambassador

Position Summary

This position is responsible for promoting an unparalleled customer service experience for patients, families, and guests receiving high quality care and services within Orlando Health Jewett Orthopedic Institute. This position champions the continuum of care through collaboration and interdepartmental communication at the pre-admission, admission, and discharge level, by serving as the dedicated liaison between patients, families, and guests, and the Institute’s departments, service personnel, and contracted services.

• Provides directions and information regarding the Institute’s services, amenities, and hours of operation to all patients, guests, and team members. Delivers timely and knowledgeable responses to inquiring patients, guests, and team members.
• Responds and resolves customer service concerns and initiates necessary follow-up with appropriate individuals.
• Implements service recovery efforts as appropriate.
• Coordinates non-clinical services and amenities for patients and families upon request.
• Hosts welcome sessions for future patients and families.
• Understands the nature of the services provided by the hospital departments to support patients, operations, and goals.
• Reviews pre-hospital checklist for completion and follows up with department leaders to resolve outstanding items.
• Leads hospitality services operations by maintaining open communication with department leaders, anticipating changes, and disseminating relevant information to the appropriate areas to support patient flow.
• Promotes personalized patient comfort and support for all admitted patients throughout their stay.
• Assists patients with access and navigation of patient online services.
• Conducts routine department daily rounding to promote outstanding customer service.
• Facilitates resolution and closure in quality of care and service issues.
• In alignment with the multidisciplinary team, serves as the discharge coordinator for the hospitality service departments and vendors.
• Remains current with hospitality trends within the healthcare setting and makes recommendations for program improvements.
• Partners with the interdisciplinary team and contracted services to develop resource information and education materials for patients and families.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

• High School diploma or equivalent.
• Licensure/Certification None
• Two (2) years of experience in the customer service or hospitality industry setting.