Patient Ambassador

Job Purpose

The Patient Ambassador will play a crucial role in ensuring a positive and comforting experience for patients and their families within a healthcare setting. The Patient Ambassador will provide patient services and administrative support in ancillary operations. The Patient Ambassador will interact with patients, physicians, and other staff under moderate supervision in a courteous manner. Assist other employees within their department as well as other departments. Collect and verify demographic information to ensure accuracy. May be responsible for scheduling patients for ancillary appointments. The position may require floating to ancillary patient areas for coverage. The next step on the Med-Metrix career ladder is a Patient Access Representative.

Duties & Responsibilities

• Proactively approach and greet visitors while maintaining an atmosphere of warmth, personal interest, and positive concern
• Complete computer-aided registration with patients professionally and courteously
• Collect accurate demographic and insurance information. Update systems as needed to ensure accurate registration in accordance with department standards.
• Act as a liaison between patients, staff, volunteers, visitors, and the hospital
• Gather feedback from patients and their families regarding their experiences and care
• Communicate hospital policy and procedure to patients, visitors, and staff with respect and consideration
• Anticipates and responds to patients' needs, following up until their needs are met
• Respond to patient portal work lists and/or work queues
• Patient Ambassadors are required to move extensively around the work area
• Speak up when team members appear to exhibit unsafe behavior or performance
• Continuously validate and verify information needed for decision making or documentation
• Stop in the face of uncertainty and take time to resolve the situation
• Demonstrate accurate, clear, and timely verbal and written communication
• Actively promote safety for patients, families, visitors, and coworkers
• Attend carefully to important details, practicing the STAR method – Stop, Think, Act, and Review- to self-check behavior and performance
• Maintain a clean and organized environment at the welcome desk and kiosks
• Keep individuals and registration kiosks organized to prevent crowding
• Maintain office supplies, equipment, and reference materials
• All Ambassadors are responsible for the information distributed via e-mail. Staff should check work email a minimum of three times daily and respond to inquiries within 24 hours (or the next business day)
• Partner in the mission and upholds the core principles of the organization
• Committed to diversity and recognizes the value of cultural and ethnic differences
• Demonstrate personal and professional integrity
• Maintain confidentiality at all times
• Demonstrate collaborative and respectful behavior
• Partner with all team members to achieve goals
• Receptive to the ideas and opinions of others
• Contribute to a positive work environment
• Demonstrate flexibility and willingness to change
• Identify opportunities to improve administrative processes
• Make appropriate decisions using sound judgment
• Other duties as assigned
• Use, protect and disclose patients’ protected health information (PHI) only in accordance with Health Insurance Portability and Accountability Act (HIPAA) standards
• Understand and comply with Information Security and HIPAA policies and procedures at all times
• Limit viewing of PHI to the absolute minimum as necessary to perform assigned duties
  
  

Qualifications

• High School Diploma or equivalent is required
• 1 year of experience in healthcare or 2 years of comparable experience in customer service
• Ability to speak Spanish is desired
• Broad knowledge of administrative processes and/or customer service skills
• Basic computer knowledge
• Must possess the ability to resolve problems and respond to complaints positively and productively
• Must be able to work amid constant distraction and deal courteously and effectively with several requests simultaneously
• Complete Patient Access training curriculum and pass all competency assessments
• Proficiency in Microsoft Office Suite
• Strong interpersonal skills, ability to communicate well at all levels of the organization
• Strong problem solving and creative skills and the ability to exercise sound judgment and make decisions based on accurate and timely analyses
• High level of integrity and dependability with a strong sense of urgency and results oriented
• Excellent written and verbal communication skills required
• Gracious and welcoming personality for customer service interaction
  
  

Working Conditions

• Must possess a smart-phone or electronic device capable of downloading applications, for multifactor authentication and security purposes.
• Physical Demands: While performing the duties of this job, the employee is occasionally required to move around the work area; Sit; perform manual tasks; operate tools and other office equipment such as computer, computer peripherals and telephones; extend arms; kneel; talk and hear.
• Mental Demands: The employee must be able to follow directions, collaborate with others, and handle stress.
• Work Environment: The noise level in the work environment is usually minimal.
  
  

Med-Metrix will not discriminate against any employee or applicant for employment because of race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), parental status, national origin, age, disability, genetic information (including family medical history), political affiliation, military service, veteran status, other non-merit based factors, or any other characteristic protected by federal, state or local law.