Patient Ambassador Lead

Position Summary:

Under the general supervision of the Chief Experience Officer, the Patient Ambassador Lead oversees the Patient Experience Ambassador Team to achieve the division’s strategic goals. This role ensures exceptional patient and visitor experiences by leading advocacy efforts, optimizing care team communication, and fostering a customer service-focused environment. The Patient Ambassador Lead supervises team members, coordinates training, and implements initiatives to enhance patient satisfaction and operational efficiency while maintaining confidentiality of all privileged information.

This list of duties and responsibilities is illustrative only of the tasks performed by this position and is not all-inclusive.

Essential Duties & Responsibilities:

• Lead the Patient Experience Ambassador team, providing guidance, mentorship, and performance evaluations to ensure high-quality service delivery.
• Serve as a primary liaison between patients, visitors, physicians, and care teams to enhance communication, promote collaboration, and improve care delivery.
• Develop and implement strategies to address patient and visitor concerns using service recovery methods, ensuring resolution prior to discharge.
• Oversee patient and visitor policies and providing navigational assistance.
• Coordinate proactive rounding in the outpatient department, leveraging technology to collect feedback and address patient needs or environmental issues.
• Promote hospital policies, procedures, and services, and develop creative solutions to meet patient and visitor expectations.
• Support the implementation of hospital policies on patient rights and responsibilities, ensuring staff adherence and patient awareness.
• Arrange or provide translation services, including Navajo and other languages to support patient communication needs.
• Ensure team compliance with mandatory training requirements (e.g., CPI, BLS) and facilitate new hire orientation.
• Maintain a positive and professional attitude, fostering a supportive team environment.
• Oversee patient transport to other hospital departments as needed.
• Ensure adherence to infection control and patient safety protocols.
• Collaborate with Patient Experience Division leadership to develop and monitor key performance indicators for patient experience.
• Perform administrative tasks, including scheduling, reporting, and maintaining documentation related to patient experience initiatives.
• Perform other duties as required.

Minimum Qualifications:

• Associate’s degree in healthcare administration, business, or a related field.
• Three (3) years of experience in a medical environment, preferably in an outpatient department, with at least two (2) years in a customer-oriented or patient-facing role.
• One (1) year of supervisory or leadership experience in a healthcare or customer service setting.
• Must obtain a valid American Heart Association (AHA) Healthcare Provider Basic Life Support (BLS) Certification within forty-five (45) days of hire.
• Must be able to successfully pass the Employee Health Program requirements and background investigation.

Knowledge, Abilities, Skills, and

Certifications:

• Knowledge of applicable tribal, federal, state, and local laws and regulations, including Joint Commission, and CMS rules and regulations.
• Strong understanding of patient experiences, principles, service recovery techniques, and quality improvement methodologies.
• Expertise in effective communication, team leadership, and conflict resolution.
• Knowledge of patient evaluation processes and when to escalate to clinical staff (e.g., RN).
• Proficiency in business English, proper spelling, grammar, punctuation, and basic mathematics.
• Familiarity with hospital supplies, forms, and…