Lead Ambassador - Patient and Guest Relations - Hospital of the Univ of Penn - FT Evenings

Description

Penn Medicine is dedicated to our tripartite mission of providing the highest level of care to patients, conducting innovative research, and educating future leaders in the field of medicine. Working for this leading academic medical center means collaboration with top clinical, technical and business professionals across all disciplines.

Today at Penn Medicine, someone will make a breakthrough. Someone will heal a heart, deliver hopeful news, and give comfort and reassurance. Our employees shape our future each day. Are you living your life's work?

Job Title: Lead Ambassador

Entity: Hospital of the University of Pennsylvania

Department: Patient and Guest Relations

Location: 3400 Spruce Street, Philadelphia PA 19104

Hours: 1.0 FTE (40 Hours per week), Evening Shift, 12:00p - 8:30p

*Competitive Benefits, Career Growth Opportunities and Tuition Assistance at University of Pennsylvania! **

The Patient & Guest Relations (PGR) department at the Hospital of the University of Pennsylvania at Penn Medicine is the central hub for managing patient concerns, ensuring compliance with CMS regulations, and supporting a safe, compassionate Penn Medicine experience. The team handles real time complaints and formal grievances while partnering closely with physicians, nurses, security, transport, and clinical leaders to resolve issues quickly and effectively. PGR also provides high touch services including welcoming greetings, visitation support, wayfinding, caregiver resources, volunteer coordination, and notary services. The department thrives on collaboration, communication, and problem solving, making it an ideal environment for candidates who excel in empathy, emotional intelligence, critical thinking, and cross department teamwork—people who want to make a meaningful impact on patients, families, and the overall care experience at Penn Medicine.

Summary:

• The Lead Ambassador supports department management by embracing the various scheduling, staffing, and coverage needs of the Patient and Guest Relations department, including (but not limited to) the Ambassadors (unit-based, desk, outside, etc.). The Lead Ambassador has a strong commitment to service excellence and delivery of exceptional customer service for our staff, patients, families and visitors. Delivers on our promise to provide a high quality and supportive welcome to all visitors, patients and families. This position is responsible for greeting and responding to the needs of the patients, visitors and families they encounter by providing information and assistance in a timely manner. Greets all of the patients, family members, employees they encounter (nearly 8,000 to 10,000 daily encounters).

Responsibilities:

• Assess current staffing levels, posts, and coverage of the Patient and Guest Relations department across HUP, the Pavilion, and PCAM, including (but not limited to) the Ambassadors (unit-based, desk, outside, etc.). Prepare and distribute weekly staff schedules to ensure seamless coverage and provide to management. Remain readily available by telephone to assist with call outs and real-time adjustments to shift coverage. Edit and adjust staffing daily, and as needed, to maintain department operations without interruption. Continue to fulfill the needs of the Ambassador role (flexing time spent as Ambassador and Lead Ambassador, as needed). Provide a welcome to every patient, family member or visitor in accordance with the training provided through Penn Medicine Academy (scripting). Initiate greeting and positive interaction to all. Anticipate and respond to patient, visitor and hospital staff concerns, expectations or needs in a timely manner. Assist immobile patients out of/into vehicles and into/out of wheelchairs safely and courteously. Manage visitor flow at entrances to assure patients of timely arrival for appointments. Support all wayfinding, including the coordination of Outpatient Transports. Collaborate with patients, visitors and hospital staff to deliver a coordinated and seamless service to Patients and Visitors, including patient transportation. Work within a safe environment regarding patient's special needs in order to prevent falls or other accidents. Provide other services such as calling for cabs, coordinating paratransit, and assisting patients with hotels, restaurants and public transportation services. Ensure all outside vendors check in with Security.

Education or Equivalent Experience:

• H.S. Diploma/GED (Required)
• Associate of Arts or Science preferred

We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives.

Live Your Life's Work

We are an Equal Opportunity employer. Candidates are considered for employment without regard to race, ethnicity, color, sex, sexual orientation, gender identity, religion, national origin, ancestry, age, disability, marital status, familial status, genetic information, domestic or sexual violence victim status, citizenship status, military status, status as a protected veteran or any other status protected by applicable law.

Pennsylvania Medicine