Patient Experience Ambassador

The Patient Experience Ambassador serves as a dedicated advocate for patients throughout their hospital stay by providing proactive, compassionate, and personalized support. This role is responsible for regularly visiting assigned patients on a daily basis, identifying and addressing non-clinical needs, facilitating communication between patients and care teams as needed, and helping ensure a positive, comfortable, and supportive hospital experience.

The Patient Experience Ambassador plays a key role in promoting patient satisfaction by building meaningful relationships, resolving concerns when possible, and connecting patients with the appropriate hospital resources. This is a temporary one-year position.

Work Schedule:

• Monday-Friday, 8:00 a.m.-5:00 p.m.

Required Qualifications:

• Currently enrolled for a degree in business, nursing, operations management, industrial engineering, healthcare, statistics, or related discipline at an accredited institution 

  OR

   

• Two (2) years of professional experience in business, nursing, operations management, industrial engineering, healthcare, statistics, or related discipline

  OR

   

• Bachelor’s degree in business, nursing, operations management, industrial engineering, healthcare, statistics, or related discipline.

Additional Required Qualifications:

• Demonstrated ability to interact professionally and effectively with hospital patients, families, and visitors.
• Proven ability to build relationships and communicate effectively with individuals at all levels of the organization, including senior leadership.
• Exceptional customer service and interpersonal skills.
• Strong organizational skills with the ability to manage multiple priorities and meet deadlines.
• Excellent problem-solving skills with the ability to identify issues and implement proactive solutions.
• Strong written and verbal communication skills with a collaborative, team-oriented approach.
• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint, and experience using project management, process mapping, and data analysis tools.
• Demonstrated ability to coordinate projects, meetings, and cross-functional initiatives.
• Strong collaboration and relationship-building skills, with the ability to influence stakeholders and foster trust.
• Strong technical aptitude and the ability to quickly learn new systems, processes, and technologies.
• Effective time management skills with the ability to prioritize work in a fast-paced environment.
• Demonstrated ability to foster a positive team environment through recognition, support, and engagement of team members.

Preferred Qualifications:

• Currently enrolled in a graduate program in business administration, healthcare administration, operations management, healthcare sciences, or similar degree program at an accredited university.
• Experience in process improvement and project management.
• Hospital experience or experience in other sectors within the healthcare industry.

Responsibilities:

• Manage experience ambassador daily visits in person and over the phone.
  • Conduct daily rounds on assigned patients throughout their hospital stay.
  • Build trusting relationships through active listening, empathy, and compassionate communication.
  • Assess patients' nonclinical needs, concerns, and overall experience during each visit.
  • Identify unmet nonclinical needs and coordinate appropriate solutions with hospital departments.
  • Provide patients with information regarding hospital services, amenities, and available resources.
  • Escalate patient concerns or service recovery opportunities to patient services/representatives.
  • Document number of patients seen, patient interactions and follow-up actions according to departmental guidelines.
  • Collaborate with nursing, case management, environmental services, nutrition, and other departments to address patient needs.
  • Recognize opportunities to improve the patient experience and communicate recommendations to leadership.
  • Maintain patient confidentiality and comply with all HIPAA and hospital policies.
  • Perform other duties as assigned to support the organization's patient experience goals.
• Engages in research, data analysis, project management and/or administrative assistance for initiatives and projects as assigned. Contributes actively by collaborating with other team members and providing input, recommendations, and feedback.
• Work closely with preceptor and/or members of a leadership team on assigned projects related to performance improvement, strategy, operations and/or other assigned projects. Completes project assignments
• Performs work assignments in support of the department and/or organizational goals in an accurate and timely manner. Seeks ways to continuously improve processes and outcomes and effectively communicates ideas for solutions.
• Documents core operational processes such as creating detailed process maps and associated materials for understanding current state and future state processes.

Additional Information:

• This is a temporary non-union 1.0 FTE (40 hours per pay period) day shift position working in Saint Paul, MN. The full compensation range for this position is $16.82 – $19.23 per hour, based on experience and internal equity. This position is non-exempt under the Fair Labor Standards Act.