The Emergency Department (ED) Ambassador has the responsibility and accountability to act as a liaison between patient/family and ED staff. This position includes assisting with issues or concerns that arise and impact patient/family satisfaction. The ED Ambassador provides interventions to a designated customer base per the department Scope of Service (infant to elderly adult) in a manner that demonstrates an understanding of the functional/developmental age of the individuals served. This position requires the full understanding and active participation in fulfilling the Mission of CHRISTUS St. Frances Cabrini Hospital, including, but not limited to demonstrating behavior consistent with the Core Values.
Action Oriented -- Taking on new opportunities and tough challenges with a sense of urgency, high energy and enthusiasm.
Collaborate -- Building partnerships and working collaboratively with others to meet shared objectives.
Customer Focus -- Building strong customer relationships and delivering customer-centric solutions.
Nimble Learning -- Actively learning through experimentation when tackling new problems, using both successes and failures as learning fodder.
Demonstrates Self-Awareness -- Using a combination of feedback and reflection to gain productive insight into personal strengths and weaknesses.
Communicates Effectively -- Developing and delivering multi-mode communications that convey a clear understanding of the unique needs of different audiences.
Decision Quality -- Making good and timely decisions that keep the organization moving forward.
ED Ambassador will assist the patient, family members, visitors and staff in the ED.
Performs other duties as assigned to promote efficient and effective operations and improved patient experiences (i.e. rounding on patients to promote excellent customer service and quality clinical care)
Possesses excellent interpersonal skills in order to decrease anxiety for patients/family members and promote the hospital and ED as a positive place for patients and family/visitors.
Greet patients and families as they enter the emergency department.
Continuously rounds on patients in the lobby and in the back at least every 30 -- 60 minutes.
Offer comfort measures: blankets, pillows, or coloring pages for distraction.
Keep patients and families updated on any wait times or delays.
Keep ED staff informed of patient and family concerns.
Diffuse patient and family fear and anger.
Effectively resolve customer complaints
Alert staff if the patient's condition seems to worsen.
Keep lobby neat; notify EVS if service is needed.
Alert security officer on duty for any security concerns.
Notify appropriate nurse for any patient requests that could impact clinical outcomes (food, drinks, pain management for example).
Assures waiting area has supplies such as tissues, hand sanitizer, and hospital information.
Assist families with locating and connecting with patients, while ensuring HIPAA.
Assist families and visitors with locating areas in the hospital such as the cafeteria, radiology, inpatient units.
ED Ambassador shall support CHRISTUS St. Frances Cabrini Hospital's strategic plan, goals and PI initiatives and will be required to work in the ED Waiting Area and all other areas of the ED.
Assists visitors and patients at all times and in all areas of the ED
Provides directions as requested and responds to patient complaints/concerns (Code Purple) within regulatory guidelines and in accordance with policies and procedures of CHRISTUS Health.
Provides appropriate information to customers in accordance with HIPAA guidelines
Performs clerical and other duties as requested and adheres to high standards of customer service.
Responsible for role/job related requirements:
Completes all HLC Healthstream modules as assigned
Submits self-evaluations annually; attends at least 2 Direct Connect meetings annually
Consistently adheres to hospital dress code; appears well groomed and wears ID badge at all times while on duty.
ED Ambassador will consistently utilize AIDET methodology/communication techniques when interacting with everyone on a daily basis.
Excellent verbal and written communication skills
Knowledge and experience in working with customers who have unique challenges
Knowledge and experience in working with conflict resolution
CHRISTUS HEALTH is an international Catholic, faith-based, not-for-profit health system comprised of almost more than 600 services and facilities, including more than 60 hospitals and long-term care facilities, 350 clinics and outpatient centers, and dozens of other health ministries and ventures. CHRISTUS operates in 6 U.S. states, Colombia, Chile and 6 states in Mexico. To support our health care ministry, CHRISTUS Health employs approximately 45,000 Associates and has more than 15,000 physicians on medical staffs who provide care and support for patients. CHRISTUS Health is listed among the top ten largest Catholic health systems in the United States.