Patient Ambassador

JOB SUMMARY

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 maintenance 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.

QUALIFICATION & EXPERIENCE REQUIREMENTS

Education

High school diploma or equivalent is required

Experience

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

Job Specific Skills and

Basic computer skills, ability to learn and manage electronic medical record system functions as applicable

Strong interpersonal and customer service skills and willingness to serve the public

Ability to understand and follow oral instruction from departmental supervision and support personnel.

Ability to speak more than one language is preferred