Children's National Hospital
Experience Ambassador - Full time - Afternoons, evenings and weekends- Washingto
Children's National Hospital, Washington, District of Columbia, us, 20022
The Experience Ambassador supports and provides a stellar experience for patients and families waiting to be seen in the waiting rooms of the Emergency Department. Plays an essential role in keeping these families as comfortable as possible, anticipating and meeting their non-clinical needs as they await care by the clinical team.
Work schedule: A fternoons, evenings, and weekends. The schedule is to be finalized upon employment.
Qualifications:Minimum EducationHigh School Diploma or GED (Required)
Minimum Work Experience2 years Customer relations experience, preferably in hospitality or healthcare setting (Required)
Required Skills/KnowledgeExcellent customer service skillsProfessionalism and courtesyAbility to work well with people of diverse backgrounds and culturesExcellent verbal and non-verbal communication skillsExcellent organizational skillsAbility to function independently and within a group settingCritical thinking skills and problem-solving abilityAbility to work in a fast-paced environment and manage multiple tasks simultaneouslyCritical thinking skillsAbility to speak Spanish desirable.
Functional AccountabilitiesGeneral AccountabilitiesPartners with teams to proactively identify families that may require additional assistance in a variety of situations including, but not exclusively, long wait times, siblings in attendance, specific non-clinical needs etc.Addresses issues immediately to prevent further escalation and to promote greater communication between families and care teams.Ensures that patients and families are consistently rounded on by collaborating with staff.Communicates to her/his patient experience department at staff meetings regarding the patient experience initiatives occurring throughout the hospital.Identifies underlying system problems or obstacles in delivering service and participates in developing a plan of action that will result in improvement.Collaborates with Patient Experience team to support front line staff.Serves as a resource for all patient experience team members and completes additional duties as assigned.Staff & Patient Services and Support
Serve as the primary point of contact for patients and families regarding non-clinical aspects of the patient experience.Oversee waiting room to maintain a friendly and hospitable environment.Coordinate with the clinical team to ensure consistent and appropriate communication with patients and families, before, during, and after the visits.Establish relationships with Environmental Services, Security, and Facilities teams to maintain a safe and clean environment.Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience.Safety
Speak up when team members, patients & families appear to exhibit unsafe behavior or performance.Continuously validate and verify information needed for decision making or documentation.Stop in the face of uncertainty and takes time to resolve the situation.Demonstrate accurate, clear and timely verbal and written communication.Actively promote safety for patients, families, visitors and co-workers.Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance.Organizational AccountabilitiesAdvocacy
Serve as the advocate for the patient experience for all new program development and planning projects.Coordinate with partner organizations/delivery centers to ensure consistent patient experience across organizations.Organizational Commitment/Identification
Partner in the mission and upholds the core principles of the organizationCommitted to diversity and recognizes value of cultural ethnic differencesDemonstrate personal and professional integrityMaintain confidentiality at all timesCustomer Service
Anticipate and responds to customer needs; follows up until needs are metTeamwork/Communication
Demonstrate collaborative and respectful behaviorPartner with all team members to achieve goalsReceptive to others' ideas and opinionsPerformance Improvement/Problem-solving
Contribute to a positive work environmentDemonstrate flexibility and willingness to changeIdentify opportunities to improve clinical and administrative processesMake appropriate decisions, using sound judgmentCost Management/Financial Responsibility
Use resources efficientlySearch for less costly ways of doing thingsOrganizational Accountabilities (Staff)Organizational Commitment/Identification
Anticipate and responds to customer needs; follows up until needs are metTeamwork/Communication
Demonstrate collaborative and respectful behaviorPartner with all team members to achieve goalsReceptive to others' ideas and opinionsPerformance Improvement/Problem-solving
Contribute to a positive work environmentDemonstrate flexibility and willingness to changeIdentify opportunities to improve clinical and administrative processesMake appropriate decisions, using sound judgmentCost Management/Financial Responsibility
Use resources efficientlySearch for less costly ways of doing thingsSafety
Speak up when team members appear to exhibit unsafe behavior or performanceContinuously validate and verify information needed for decision making or documentationStop in the face of uncertainty and takes time to resolve the situationDemonstrate accurate, clear and timely verbal and written communicationActively promote safety for patients, families, visitors and co-workersAttend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance
Work schedule: A fternoons, evenings, and weekends. The schedule is to be finalized upon employment.
Qualifications:Minimum EducationHigh School Diploma or GED (Required)
Minimum Work Experience2 years Customer relations experience, preferably in hospitality or healthcare setting (Required)
Required Skills/KnowledgeExcellent customer service skillsProfessionalism and courtesyAbility to work well with people of diverse backgrounds and culturesExcellent verbal and non-verbal communication skillsExcellent organizational skillsAbility to function independently and within a group settingCritical thinking skills and problem-solving abilityAbility to work in a fast-paced environment and manage multiple tasks simultaneouslyCritical thinking skillsAbility to speak Spanish desirable.
Functional AccountabilitiesGeneral AccountabilitiesPartners with teams to proactively identify families that may require additional assistance in a variety of situations including, but not exclusively, long wait times, siblings in attendance, specific non-clinical needs etc.Addresses issues immediately to prevent further escalation and to promote greater communication between families and care teams.Ensures that patients and families are consistently rounded on by collaborating with staff.Communicates to her/his patient experience department at staff meetings regarding the patient experience initiatives occurring throughout the hospital.Identifies underlying system problems or obstacles in delivering service and participates in developing a plan of action that will result in improvement.Collaborates with Patient Experience team to support front line staff.Serves as a resource for all patient experience team members and completes additional duties as assigned.Staff & Patient Services and Support
Serve as the primary point of contact for patients and families regarding non-clinical aspects of the patient experience.Oversee waiting room to maintain a friendly and hospitable environment.Coordinate with the clinical team to ensure consistent and appropriate communication with patients and families, before, during, and after the visits.Establish relationships with Environmental Services, Security, and Facilities teams to maintain a safe and clean environment.Serve as a point of contact for patients and family members seeking to submit a compliment, comment, or complaint about their experience.Safety
Speak up when team members, patients & families appear to exhibit unsafe behavior or performance.Continuously validate and verify information needed for decision making or documentation.Stop in the face of uncertainty and takes time to resolve the situation.Demonstrate accurate, clear and timely verbal and written communication.Actively promote safety for patients, families, visitors and co-workers.Attend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance.Organizational AccountabilitiesAdvocacy
Serve as the advocate for the patient experience for all new program development and planning projects.Coordinate with partner organizations/delivery centers to ensure consistent patient experience across organizations.Organizational Commitment/Identification
Partner in the mission and upholds the core principles of the organizationCommitted to diversity and recognizes value of cultural ethnic differencesDemonstrate personal and professional integrityMaintain confidentiality at all timesCustomer Service
Anticipate and responds to customer needs; follows up until needs are metTeamwork/Communication
Demonstrate collaborative and respectful behaviorPartner with all team members to achieve goalsReceptive to others' ideas and opinionsPerformance Improvement/Problem-solving
Contribute to a positive work environmentDemonstrate flexibility and willingness to changeIdentify opportunities to improve clinical and administrative processesMake appropriate decisions, using sound judgmentCost Management/Financial Responsibility
Use resources efficientlySearch for less costly ways of doing thingsOrganizational Accountabilities (Staff)Organizational Commitment/Identification
Anticipate and responds to customer needs; follows up until needs are metTeamwork/Communication
Demonstrate collaborative and respectful behaviorPartner with all team members to achieve goalsReceptive to others' ideas and opinionsPerformance Improvement/Problem-solving
Contribute to a positive work environmentDemonstrate flexibility and willingness to changeIdentify opportunities to improve clinical and administrative processesMake appropriate decisions, using sound judgmentCost Management/Financial Responsibility
Use resources efficientlySearch for less costly ways of doing thingsSafety
Speak up when team members appear to exhibit unsafe behavior or performanceContinuously validate and verify information needed for decision making or documentationStop in the face of uncertainty and takes time to resolve the situationDemonstrate accurate, clear and timely verbal and written communicationActively promote safety for patients, families, visitors and co-workersAttend carefully to important details - practicing Stop, Think, Act and Review in order to self-check behavior and performance