Patient Experience Ambassador

Company Overview Equity Health is a federally funded community health center providing ambulatory primary health care services to low-income, medically underserved residents in the inner-city area of San Francisco. The Patient Experience Ambassador, under general supervision of the Director of Operations, will provide patients and guests with a welcoming experience as they enter the building, becoming the primary point of contact for all patient-related inquiries. Job Overview We are seeking an energetic and compassionate Patient Experience Ambassador to enhance the overall patient journey within our health center. The ideal candidate will be dedicated to delivering exceptional customer service and ensuring a welcoming environment for all visitors. This role involves engaging with patients, assisting with their needs, and supporting staff to promote a positive healthcare experience. Duties Provide a warm and welcoming greeting to all entering the clinic and direct them to the appropriate department. Greet individuals using the

H.E.A.R.T

customer service approach. Assist the patient through the process of registration to initiate the clinical visit which may include enrollment using digital platforms aimed at improving the patient experience and improving patients' health outcomes (i.e., patient portal, patient virtual check-in, and MyChart). Offer language services and assistance to patients with mobility needs. When appropriate during the welcome experience, perform inquiries about the new patient experience and introduce information on a secondary health and wellness service provided by the health center, with the goal of supporting the patient through making an appointment for a service line previously not used. Guide patients to an enrollment specialist who can assist with application for or issues with current health coverage plans (i.e., Medi-Cal, Healthy San Francisco, Covered California, or Medicare). When required, assist with transportation coordination to ensure that the patient can attend the medical, mental health, or dental appointments. Take a trauma-informed approach when engaging individuals entering the health center or while supporting outreach community events. Provide relevant community resources on related health education and wellness topics intended to enhance the patient health and well-being, increase patient satisfaction, and reduce healthcare costs. Maintain a collaborative working relationship with clinical, administrative, and support staff. Encourage patients to participate in the patient experience surveys that are provided at the end of the visit. Participate in scheduled outreach events to inform and promote the services of Equity Health. Maintain weekly tracking of all interdepartmental referrals and contacts to include the number of individual perspectives and new patient booked appointments to all programs at Equity Health. Comply with all HIPAA regulations and Equity Health operational standards. Perform other duties as assigned and required. Preferred Experience Bachelor's degree in public health or social service-related field OR 2 years of closely related healthcare experience and a high school diploma/GED certificate Non-profit, community healthcare setting experience with 1-year of experience providing direct customer service Experience with a Federally Qualified Health Center (FQHC) Familiarity with or understanding of Electronic Health Records (EHR) and the ability to gain proficiency with the organizational EHR software programs (EPIC) Proficiency with Microsoft Office (Teams, Word, Excel, and Outlook) Bilingual in Spanish, Arabic, Cantonese, Mandarin, Vietnamese, Tagalog, or Nepali preferred Skills Ability to relate sensitively to a multi-ethnic, culturally and socio-economically diverse clientele Ability to represent the organization in a positive and professional manner; strong attention to detail, work effectively under pressure, and prioritize multiple projects Exceptional communication, organizational, and interpersonal skills; work independently with minimal supervision Ability to work in a multi-disciplinary team environment; maintain good rapport and cooperative working relationships with Medical Providers, Department Managers, and staff Strong problem-solving and decision-making abilities Adherence to Company policies and procedures; maintain consistent attendance and punctuality Absolute integrity and use of good judgment in handling confidential duties, tasks, and information Ability to keep and maintain accurate and legible treatment information and patient records Foster a culture of equity, inclusion, accountability, and innovation throughout the organization Physical and Environmental Working Conditions Work is normally performed in a typical office or clinic environment. The physical demands described here are representative of those that must be met by an employee to successfully perform the essential duties of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions of this position.

Physical:

Occasionally required to carry/lift/push/pull/move up to 30lbs. Frequently required to perform moderately difficult manipulative tasks such as typing, writing, etc. Must be able to stand and sit for extended periods. Requires the ability to reach with hands and arms and occasionally climb stairs. Requires sitting operating a computer keyboard, telephone, and other equipment for extended periods of time. Occasional travel to other Equity Health clinical sites may be required.

Sensory:

Frequently required to read documents, written reports, and signage. Must be able to distinguish normal sounds with some background noise, as in answering the phone, interacting with staff etc.

Environmental Conditions:

Frequent exposure to varied office (medical clinic, office) environments. Occasional exposure to dust and loud noises.

Equipment:

Frequently required to use a computer, phone, tablet, copy machine, fax machine, and other office equipment. This is not an exhaustive list of all responsibilities, skill, duties, requirements, or working conditions associated with this job. While intended to be an accurate reflection of the current job, management reserves the right to revise the job or to require that different tasks be performed when circumstances change. This job description replaces all previous job descriptions for this position.

Pay:

$24.17 - $32.39 per hour

Benefits:

403(b) Dental insurance Health insurance Life insurance Paid holidays Paid time off Vision insurance

Work Location:

In person