​​Patient Ambassador​

Job Description

This position is responsible for providing hospitality services and escorting Protocol, VIP, International and Executive Health Patients and their families. Accountable for ensuring a seamless patient flow from the patients’ arrival to CCAD until discharge and follow up, the ambassador ensures service excellence by maintaining highest patient satisfaction.

PRIMARY JOB DUTIES AND RESPONSIBILITIES

• Strives to continually improve the patient journey and ensure the highest quality of service and hospitality
• Liaises closely with all OFA representatives and OFA Coordinator to ensure a smooth journey for assigned CCAD patients
• Exhibits empathy, respect, confidentiality and a “Patient First” focus while serving as a representative of CCAD OFA Department
• Escorts the patient from the time of their check in at OFA lounge and throughout all their appointments, navigating the patient all through their health journey at CCAD
• Works closely with the PAR/nurse in the clinics and communicates in a timely manner to inform clinic staff of anticipated arrival for appointments
• Waits until the patient finishes with the appointment and takes the patient to next appointment / VIP lounge and make sure to support the patient and their families with their needs during this time
• Updates OFA representatives about the patients appointment status
• Escalates to OFA representatives in case any issue arises with patient or their requests / appointments
• Receives patient inquiries / requests and promptly informs the OFA Representatives
• Demonstrates punctuality and actively participates in all departmental briefing and trainings
• Maintains a neat, clean and professional appearance according to departmental grooming and / or uniform standards
• Contributes to the maintainance of a safe facility that meets the requirements of all health and safety regulatory standards by actively reporting any areas of concern
• Maintains ongoing dialogue and collaborative relationships with other caregivers in other departments to continually improve performance and processes
• Assists with developing and improving service related departmental policies and procedures
• Complies with all departmental policies and procedures ensuring all service requests are addressed in an efficient and courteous manner
• Covers service shift needs as needed; i.e., day, evening, night and weekend shifts
• Other duties as assigned.

Education

• High school diploma or equivalent is required

Experience

• Minimum of (2) years of experience in healthcare, hospitality or customer service required