Service Excellence Ambassador

Department:

Patient Experience

Schedule/Status:

11am-730pm; Part Time

Standard Hours/Week:

16

General Description:

Under the direct supervision of the Patient Experience Manager and Director, the primary function of the Service Excellence Ambassador is to provide exceptional customer service to enhance the patient and visitor experience within our healing healthcare environment and within the assigned functional area (e.g. Emergency Department, Medical Surgical Units, etc.) This position is an integral member of the care team serving between patients/visitors and the care team facilitating seamless communication and prompt service delivery. Successful performance is measured, in part, by assigned area(s) achieving desired HCAHPs results within the food quality and room cleanliness domains.

The position shall exemplify the desired Culture of Choice® and philosophies of Parrish Healthcare.

Key Responsibilities:

• Assures all assigned patients’ meal needs are handled.
• Takes responsibility for patient satisfaction during assigned shift.
• Makes beds, gathers linens, empties trash cans, completes patient room checkout assignments according to prescribed methods.
• Performs spot cleaning of walls, windows and carpeted areas. Notifies EVS supervisor of areas that require more than spot cleaning.
• Cleans bathrooms and fixtures and sanitizes floors daily.
• Maintains housekeeping equipment and restocks supplies.
• Provides special order list to cooks and prepares all cold special items for meal service.
• Assembles patient trays neatly and accurately according to prescribed diet and patient orders. Pays special attention to all “high risk” trays (altered consistencies and food allergies).
• Promptly delivers patient trays timely and according to prescribed meal delivery schedule.
• Assures maintenance of hot and cold food temperatures during tray delivery.
• Assists management in any way conducive to the efficient operation of the Food and Environmental Services Department
• Assist other team members when necessary. Ask for help when necessary.
• Uses a “3 patient identifier” with all patients (name, DOB, any food allergies?) to assure trays are delivered to the correct patient.
• Always follows HEART and the 4P’s (Pain, Potty, Possession and Position) guidelines for nonclinical care partners in all interactions with the patient.
• Practices safe food handling and HACCP compliance during the preparation of all foods.
• Participates in daily huddles and assists management, as appropriate, in performing tasks conducive to efficient and effective operations of the department.
• Serves as the ADA Coordinator: knowing where the appropriate auxiliary aids are stored and how to operate them. Responsible for ensuring the maintenance, repair, replacement and distribution of such aids. Additionally, the ADA Coordinator is responsible for working with the Human Resources & People Development Departments to ensure that all Parrish Healthcare Care Partners are trained on the auxiliary aids and services described in the Communications with Sensory Impaired or Language Barrier Patients. \Complies with National Patient Safety Goals.
• Performs other duties as assigned.
• Knows fire, disaster and safety procedures and regulations as pertains to the work area.
  
  
  

Requirements:

Formal Education:

• High school diploma or GED required.
  
  
  

Work Experience:

• One year to two years in Customer Service
  
  
  

Required Licenses, Certifications, Registrations:

• BCLS through American Heart Association (to be obtained within first six months of hire)
• H.E.A.R.T training and competency required within 90 days of hire.
  
  
  

Part Time Benefits:

Eligible to participate in a number of PMC-sponsored benefits, including:

• Benefits Start on Day 1
• Health, Dental and Vision Insurance
• 403(b) Retirement Program
• Tuition Reimbursement/Educational Assistance
• EAP, Flex Spending, Accident, Critical and Other Applicable Benefits
• Annual Accrual of 72 Personal Leave Bank (PLB) Hours