Patient Experience Ambassador

Overview

To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values—integrity, patient-centeredness, respect, accountability, and compassion—must guide what we do, as individuals and professionals, every day.

With guidance from the Manager of Guest Services, the Patient Experience Ambassador performs various duties to ensure high‑quality guest service to our patients, their families, and visitors. The role involves oversight of the first points of entry into the hospital and outpatient locations at all main entrances, maintaining clean, safe, and efficiently run environments. The Ambassador retrieves and provides patient appointment information via computer or tablet, enforces visitor pass and patient restriction policies, and triages difficult situations that require escalation to supporting departments.

The position includes managing all interactions with patients, families, and visitors to ensure the highest level of patient experience and administering service recovery as needed.

EEO/AA/Disability/Veteran

• Performs a wide range of duties to ensure support and information are available to patients, families, and visitors entering all main entrances of the hospital.
  • Provides a warm and welcoming greeting to all people entering the hospital at all main entrances and determines the needs of patients and guests to meet customer needs.
• Provides directory, escort, and transport services specific to Yale New Haven Hospital and St. Raphael campuses.
  • Provides wheelchair transports or escorts to patients and guests in a timely manner to their destination throughout the hospital and associated facilities.
• Oversees amenities for patients and guests, including orchestration of service recovery tools, and keeps work areas and the lobby clean and neat at all times.
  • Provides a variety of info for patients and guests regarding local restaurants, banking, hotels, and shops, and keeps an adequate "Guide to New Haven" on hand for use.
• Required to provide cross-coverage between YNHH campuses, based on operational need.

• Education:
  
  High school graduate or equivalent required. Associate degree in hospitality, human services, social work, or a related field preferred.
• Experience:
  
  Minimum of 1 year in the healthcare and/or customer service industry with demonstrated problem‑solving and diffusing and handling sensitive issues with minimal supervision. Proven outstanding customer service skills.
• Special
  
  Skills:
  
  Bilingual English and Spanish preferred. Knowledge of proper wheelchair use preferred. Excellent communication and customer service skills, attention to detail, and physical endurance.
• Physical Demand:
  Ability to lift 40 lbs. and utilize proper body mechanics in moving and lifting patients and files. Extensive pushing, pulling, lifting, and walking.

YNHHS Requisition