Patient & Family Ambassador per diem

JOB DESCRIPTION:

The Patient and Family Ambassador serves as an ambassador for the University of Vermont Medical Center by greeting, directing and assisting patients, families and guests at the main entrances to the UVMMC Campus. This position models the way for service excellence at the point of entry by creating an environment of hospitality where patients and families feel welcome while employing the principals of Patient and Family Center Care – dignity and respect, information sharing, participation, and collaboration.  The Patient and Family Experience Ambassador will assist with patient, family and guest flow, provide directions, facilitate questions and maintain a clean, safe, and aesthetically pleasing Lobby area.  The Patient and Family Experience Ambassador will develop a thorough understanding of the layout of UVMMC campuses and be able to speak to general organizational operations.  The Patient and Family Experience Ambassador must possess strong verbal communication skills, responding professionally to a variety of inquiries and utilizing service recovery efforts to realize a positive outcome.  The incumbent should exercise good judgment in handling situations that may require conflict resolution.  The Patient and Family Experience Ambassador will collaborate with UVMMC Volunteers to optimize the service provided to patients, families and guests.  Performs job duties in accordance with the mission, vision and values of UVMMC.  The Patient and Family Experience Ambassador will additionally be expected to achieve success in campus specific responsibilities.

EDUCATION:

Must possess high school diploma, Associates Degree or some college preferred

EXPERIENCE:

Requires one year of experience in customer service in a healthcare setting or other customer-focused environment.  Requires ability to diffuse agitated customers/patients and handle stressful situations.  Must present oneself in a polished, professional manner and exhibit excellent verbal communication skills.  Demonstrated experience dealing effectively and compassionately with sensitive situations.