A Patient Advocate or Navigator provides direct assistance to patients at a health care or long term care facility. Guides patients in understanding their options and making important decisions about their treatment plans and medical costs; provides emotional support; and serves as a liaison with health care providers.
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.
