Emory Healthcare Atlanta , GA 30301
DescriptionJOB DESCRIPTION: Expedites flow of patients through clinic and hospital appointments.
Proactively assesses the needs of the patients and sections prior to patient arrival through review of clinic and provider schedules and staffing levels. Provides a visible and specific channel through which patients can seek solutions to problems, concerns, and unmet needs. Provides daily feedback to the section practices regarding patient flow and satisfaction.
The presence of the Service Ambassador keeps the focus of patient relations in view of all staff and verifies the organizations commitment to patient satisfaction and service excellence. Serves as a neutral facilitator in gathering the patient's perspective and the healthcare provider/employee's perspective. Coordinates and communicates resolution.
Participates in practice problem solving to improve patient flow and satisfaction. Establishes a proactive rapport with patients/family members by treating them as important guests and extending gracious hospitality. Greets patients, expedites check-in, monitors wait times and keeps patients and staff informed.
Serves as visit facilitator directly interacting with patients/family, clinical and Patient Access staff. Assists patients/family and staff with requests for information. Provides explanation of policies and procedures as necessary.
Provides information on clinic and community services as appropriate. Assits in a crisis situation. Analyzes patient/family and staff complaints concerning the quality of care and service and escalates according to policy.
Models and ensures Emory Healthcare customer service and Professional Practice standards are met or exceeded. The Service Ambassador will perform other position related responsibilities are required by leadership. MINIMUM QUALIFICATIONS:
Bachelor's Degree or equivalent in health related field preferred. Three (3) to five (5) years of strong customer service required. Excellent oral and written communication skills.
Exceptional interpersonal skills, including demonstrated ability to elicit and understand what patients/staff are saying, and understand how we can best respond to provide excellent service. Ability to collaborate, motivate, elicit information from poor and evasive communicators and represent the patient/staff perspective. Strong conflict management skills.
Must be able to function objectively in hostile, sensitive, and stressful situations; work autonomously, think on ones feet; manage stress, anticipate, improvise and synthesize extensive information to focus issues. Ability to use 10-key calculator, computer, fax machine, printer, copier, typewriter, and telephone. Detail oriented.
Ability to coordinate workloads and set priorities. Word and Excel proficiency. PHYSICAL REQUIREMENTS (Medium): 20-50 lbs; 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 50 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks.
ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to:
Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.