Experience Ambassador, Healthcare

Overview

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives — and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Experience Ambassador serves as a consumer advocate and liaison between patients/visitors and physicians and team members. This position captures feedback through proactive patient rounding and reports trends impacting the patient experience. The Experience Ambassador utilizes resourcefulness, interpersonal and communication skills, and service recovery methods to address consumer complaints. This position communicates hospital policies, procedures, and services and safeguards patient rights.

The Experience Ambassador provides support to families in crisis and performs all of the functions of the Experience Coordinator.

• Performs all of the functions of the Experience Coordinator including the call center function, notary services for hospital-related documents, education/completion of advance directives, facilitating the administrative referral process, and lost property claims, and general office support when needed.
• Proactively rounds on patients using technology to capture feedback regarding their experience.
• Serves as a liaison between patients/visitors and physicians and all team members to enhance communication, promote good working relationships, accomplish assigned duties, and improve the delivery of care.
• Utilizes resourcefulness, interpersonal skills, and service recovery methods to address patient/visitor concerns prior to discharge.
• Handles routine inquiries/issues, and directs patient complaints to appropriate individuals and follows through with patients/visitors to ensure their satisfaction prior to discharge.
• Communicates hospital policies, procedures and services and seeks creative solutions to meet consumer expectations.
• Ensures compliance with patient rights such as privacy and dignity and provides comfort measures as indicated.
• Routinely conducts environmental observations (i.e., cleanliness, noise) and follows up to address issues.
• Identifies and reports trends to Experience leader and team members.
• Directs grievances to Experience Advisor for investigation and follow through with the patient or patient’s representative.
• Provides support as needed to families in crisis by addressing their needs, facilitating requests, and calling upon necessary resources.
• Serves as a resource to visitors waiting in patient care areas.
• Anticipates the needs of the patient population served in relation to their age, culture, language, hearing and/or visual impairment, etc., and provides customer service to meet those needs.
• Participates in special projects as needed.
• Adheres to the standards identified in the Medical Center's Organizational Competencies.

Education,

Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• 3-4 years experience in a customer-oriented position.
• Ability to work independently in a fast-paced environment.
• Highly resourceful and efficient with excellent interpersonal, verbal communication, problem-solving, and service recovery skills.
• Proficient in Microsoft Outlook and Office.
• Notary Public in the State of New Jersey within 6 months of hire.

• Associates and/or Bachelor's degree.
• Patient Advocacy Certification.
• Bilingual a plus.

Minimum rate of $28.93 Hourly. HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.