Patient Ambassador - Full Time, Days (Norwalk) in Norwalk at Los Angeles Community Hospital

Date Posted: 6/18/2020

Job Snapshot

  • Employee Type:
    Full-Time
  • Location:
    13222 Bloomfield Avenue
    Norwalk
  • Job Type:
  • Experience:
    Not Specified
  • Date Posted:
    6/18/2020
  • Job ID:
    15734

Job Description



Patient Ambassador - Full Time, Days (Norwalk) 

We are hospitals and affiliated medical groups, working closely together for the benefit of every person who comes to us for care. We build comprehensive networks of quality healthcare services that are designed to offer our patients highly coordinated, personalized care and help them live healthier lives. Through collaboration, we strive to provide all of our patients and medical group members with the quality, affordable healthcare they need and deserve.

Through direction from key hospital leadership, the Patient Experience Ambassador supports programs and processes to promote a 'patient centered' culture of caring and quality healthcare.  Under the direct supervision of the Patient Experience Officer, the Patient Experience Ambassador is responsible for engaging with patients and their families to determine their needs and concerns and advocate on their behalf.  Improves patient experience throughout the facility.  Provides excellent customer/patient service both in their telephone interactions with patients and their families, as well as in their face-to-face interactions with all that they encounter.  Creates a positive patient experience by consistently delivering excellent customer service and collaborating with internal service areas that support the patient’s needs. Acts as a crucial link between the patient and the care delivered by the clinical and support teams within the facility.



Job Responsibilities/Duties

  • Conducts patient rounds in all patient care areas where patients and their family members reside.  Additionally, conducts patient rounds on all new patient admits utilizing daily census reports. While rounding on patients, ensures that patient rooms are clean, comfortable and safe.  If not, utilizes the appropriate reporting and communication tools to document requests for resolutions accordingly, to enhance the patient experience.  Identifies opportunities to improve patient flow.  
  • Communicates and interacts with patients, families in caring and empathetic, courteous and respectful manner promoting family centered care.  Actively connects with patients at the bedside and serves as an Ambassador to connect the patient's expectations and perspectives with hospital care team.  Communicates delays to patients and their families. Acts as primary facilitator of all patient complaints, feedback and compliments for the hospital.  Addresses / Delegates / Escalates complaints, feedback, and/or issues in a timely manner. 
  • Collaborates with and acts as a resource for the hospital staff in the coordination of to patients, families and visitors.  Encourages the use of appropriate service recovery and recognition options.
  • Always maintains confidentiality, protects and preserves patients' rights to include records, files, access to others hearing conversation, correspondence and test results.  Understands and complies with all HIPAA policies of the facility.
  • Demonstrates and performs all interactions with the healthcare team will be with collaborative approach with an emphasis on customer service.
  • Understands HCAHPS (Hospital Consumer Assessment of Healthcare Providers and Systems) and if requested, can educate others. Additionally, is proficient in utilizing and running reports from HCAHPS reporting application
  • Attends and participates in patient centered committees, providing data and feedback when requested, and in within the scope of the Patient Ambassadors duties and responsibilities  Continuously carries out hospital values and its mission to attain excellence in the provision of healthcare services by consistently fulfilling the commitment to quality, and by compassionately and skillfully delivering continuously improving total patient centered service.


Qualifications

Minimum Education: High school diploma required.

Minimum Experience: Two (2) years of healthcare and/or customer service experience required. Ability to exercise emotional intelligence to engage patients and their families and exhibit empathy and compassion. Ability to problem solve and critically think. Excellent written and verbal communication skills. Demonstrates excellent interpersonal communication, including active listening. Demonstrates customer service skills appropriate to the job. Ability to work independently. Computer Literacy and Proficiency. Ability to Multitask. Ability to maintain flexibility and composure in a constantly changing environment. Ability to manage highly confidential patient experience issues and complaints with diplomacy, tact, and persuasiveness. Bilingual communication skills are desirable preferred. Must be able to relate to and work with ill, disabled, elderly, emotionally upset, and at times hostile people within the facility.

Req. Certification/Licensure: None. 



Employee Value Proposition

Prospect Medical Holdings, Inc., is guided by a diverse and highly experienced leadership core. This group maintains the vision that has made Prospect a needed difference-maker in the lives of so many patients today, and many executives contribute to our continued efforts. As a member of our highly effective team of professionals, benefit eligible positions will receive:

  • Company 401K
  • Medical, dental, vision insurance
  • Paid time-off
  • Life insurance


How to Apply

To apply for this role, or search our other openings, please visit http://pmh.com/careers/ and click on a location to begin your journey to a new career with us!

We are an Equal Opportunity/ Affirmative Action Employer and do not discriminate against applicants due to veteran status, disability, race, gender, gender identity, sexual orientation or other protected characteristics. If you need special accommodation for the application process, please contact Human Resources.

EEOC is the Law: https://www1.eeoc.gov/employers/poster.cfm

Keywords: Patient Experience, PXO, Acute Care,  Patient Care



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