Lead Patient Experience Ambassador - Yale New Haven Health

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-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

With minimal guidance from the Manager, Guest Services, the Lead Patient Experience Ambassador performs a wide variety of lead duties to ensure high-quality guest service. This includes handling the day-to-day staff schedules, including callouts and shift switches, and also overseeing the weekly schedule to provide rotation of weekend, and evening staffing issues and callouts. They are also responsible for sharing any daily updates with all campus teams The Lead Patient Experience Ambassador will be responsible for overseeing all supply ordering, working with the team to determine when supplies are low, and when to escalate any significant concerns regarding supplies to the Manager. They will also oversee all amenities used at the desk, providing instruction and oversight on how and when to issue service recovery. The Lead Patient Experience Ambassador will address environmental issues that need attention, and when to implement 'cold weather' protocols including the use of free blankets, coffee, tea, hot chocolate, meal coupons, and calling for transportation companies. They will oversee all training for Patient Experience Ambassador volunteers and are responsible for pairing new volunteers with staff and signing off when training is complete and volunteers are ready to work independently. They are also responsible for helping to maintain an adequate par of wheelchairs and will set up "rounding" times and assign staff to collect chairs to ensure adequate supply at each entrance.

EEO/AA/Disability/VeteranResponsibilities:

• 1. Performs a number of lead activities that provide day-to-day support around staff schedules, call outs, shift changes to ensure a full complement of staff at all main points of entry.
• 1.1 Role models and trains to demonstrate a warm and welcoming greeting to all people entering the hospital, at all main entrances. Determines needs of patients and guests entering the hospital in order to meet customer needs.
• 2. Identifies the need for critical supplies (passes, wheelchairs, service recovery, etc.) to ensure a very positive patient experience. This includes deploying daily staff to areas to obtain wheelchairs and appropriate supplies.
• 2.1 Oversees patient and guest escorting to ensure they get to their destinations in a timely and efficient manner.
• 3. Trains all staff and volunteers on service recovery tools and tracks usage.
• 3.1 Ensures that all service recovery amenities are kept ordered and easily available for all Patient Experience Ambassadors/Associates and volunteers (concierge materials, information on area attractions, restaurants, events, hotels, and shops). Keeps adequate supply of 'Guide to New Haven' on hand for use. Is responsible for letting the Manager, Guest Services know when supplies are needed.
• 4. Oversees the training schedule of volunteers to be sure volunteers are matched with seasoned staff and volunteers.
• 4.1 Demonstrates an understanding of the philosophy of volunteerism and the needs of volunteers, advocating for volunteers in serving families in this program as appropriate.
• 5. Required to provide cross-coverage between YNHH campuses, based on operational need.

Qualifications:

EDUCATION

High school graduate or equivalent required. Associate degree in hospitality, human services, social work, or like field preferred. Completion of internally selected YNHH Learning Management courses within first 3 months of starting position.

EXPERIENCE

Minimum of 2 years of experience in the healthcare and/or customer service industry with demonstrated experience in problem-solving and diffusing and handling sensitive issues with minimal supervision through to completion. Must have demonstrated an ability to build rapport with teams, work independently, and make non-biased decisions. Proven outstanding customer service skills and leadership skills with demonstrated experience in role modeling standards of professional behavior. Experience with supervising staff and/or volunteers is a plus.

SPECIAL SKILLS

Demonstrated training skills including proper use of wheelchairs and computers.Excellent communication and customer service skills, attention to detail, and physical endurance.Exceptional organization and multi-tasking skills.

PHYSICAL DEMAND

Ability to lift 40 lbs. and utilize proper body mechanics in moving and lifting patients and files be included.Extensive pushing, pulling, lifting, and walking be included.Must be able to oversee all aspects of these first points of service positions - realizing this is the first impression patients, families, and visitors receive when entering YNHH. Must always provide an exceptional experience and provide lead techniques and skills to role model for all staff in this role.