Patient Experience Ambassador

Why Mayo Clinic

Mayo Clinic is top-ranked in more specialties than any other care provider according to U.S. News & World Report. As we work together to put the needs of the patient first, we are also dedicated to our employees, investing in competitive compensation and  comprehensive benefit plans – to take care of you and your family, now and in the future. And with continuing education and advancement opportunities at every turn, you can build a long, successful career with Mayo Clinic.

Benefits Highlights

• Medical: Multiple plan options.
• Dental: Delta Dental or reimbursement account for flexible coverage.
• Vision: Affordable plan with national network.
• Pre-Tax Savings: HSA and FSAs for eligible expenses.
• Retirement: Competitive retirement package to secure your future.

Responsibilities

Native American Patient Experience Ambassador - Individual who knows the cultural, traditional, and healing and death practices of the Native Americans, and how to navigate within the Mayo system. The Patient Experience Ambassador is a liaison between our patients and Mayo Clinic.  Assists the patient and family by coordinating and navigating complex components of the patient's overall experience. Provides oversight for the unique needs of the patient care experience and intervenes, as necessary. Independently makes decisions and executes job duties. Additionally, provides internal education to care team members, providers and staff as needed. Position may sit on institutional committees and acts as a subject matter expert across the organization in support of efforts to address diversity, equity, and inclusion of specific patient groups. May oversee the management of various institutional projects and resources. Proactively interfaces with internal and/or external stakeholders to understand barriers, concerns and build relationships to enhance the experience of patients. Stays apprised on and connected to diversity and inclusion efforts throughout Mayo Clinic pertaining to defined patient populations being served. Required to adhere to and uphold the ethical, compliance, and regulatory standards set forth for the institution. Must be available to respond/consult on weekends and evenings when necessary. Position requires a combination of on-site and telework

• Establish rapport with patient and family members using therapeutic communication techniques
• Assess patients and family for spiritual needs
• Facilitate the assessment of patient and family for monetary, transportation and funeral home needs
• Patient and family education – understand medical diagnosis and treatments
• Aids patients with regard tests, procedures, and discharge disposition
• Provides support for patients and families when there is a death utilizing cultural protocol and communicating with nursing and medical staff
• Palliative care for patients and families – grief counseling, educating staff on cultural practices with body after death
• Proactive outreach to patients and families prior to appointment/procedure to ensure needs are anticipated 
• Facilitate education for internal stakeholders/care team members where/when appropriate

The Patient Experience Ambassador is a liaison between our patients and Mayo Clinic. Assists the patient and family by coordinating and navigating complex components of the patient's overall experience. Provides oversight for the unique needs of the patient care experience and intervenes as necessary. Independently makes decisions and executes job duties. Additionally, provides internal education to care team members, providers and staff as needed.

Position may sit on institutional committees and acts as a subject matter expert across the organization in support of efforts to address diversity, equity, and inclusion of specific patient groups. May oversee the management of various institutional projects and resources. Proactively interfaces with internal and/or external stakeholders to understand barriers, concerns and build relationships to enhance the experience of patients. Stays apprised on and connected to diversity and inclusion efforts throughout Mayo Clinic pertaining to defined patient populations being served. Required to adhere to and uphold the ethical, compliance, and regulatory standards set forth for the institution. Must be available to respond/consult on weekends and evenings when necessary. Position requires a combination of on-site and telework

**This vacancy is not eligible for sponsorship / we will not sponsor or transfer visas for this position.

During the selection process, you may participate in an OnDemand (pre-recorded) interview that you can complete at your convenience. During the OnDemand interview, a question will appear on your screen, and you will have time to consider each question before responding. You will have the opportunity to re-record your answer to each question - Mayo Clinic will only see the final recording. The complete interview will be reviewed by a Mayo Clinic staff member and you will be notified of next steps.

Qualifications

Bachelor's degree in communications, business, spiritual care, patient/heath care related field and three years of experience in communication, customer service, or patient care is required. 

Nursing background preferred. Requires excellent oral and written communication skills, and the ability to work in a complex environment with multi-dimensional points of view. Must be able to work effectively in a consensus-style operation that expects and promotes teamwork. Must be comfortable with ambiguity, exhibit good decision making and judgment capabilities, attention to detail, and follow-through. Must possess the ability to inspire trust and confidence and communicate effectively with internal and external audiences. Incumbent must be self-motivated, self-directed, and highly organized, promoting a productive, collegial workplace and be a professional ambassador for Mayo Clinic. Ability to prioritize work and handle a variety of tasks simultaneously is necessary. Demonstrated experience building relationships with and direct interaction with patient populations. Belief in the mission and strong ethical conduct is essential. Requires the ability to work collaboratively and professionally to build rapport with others at all levels of responsibility. Must possess excellent interpersonal skills and can interact on a professional level with 
individuals from diverse backgrounds. Proficient in information technology, MS Office products, and clinical applications is required

Exemption Status

Nonexempt

Compensation Detail

$29.69 - $44.55 / hour; Education, experience and tenure may be considered along with internal equity when job offers are extended.

Benefits Eligible

Yes

Schedule

Full Time

Hours/Pay Period

64

Schedule Details

Monday - Friday; Hours vary based on patient and practice needs.

Weekend Schedule

Occasionally based on patient and practice needs

International Assignment

No

Site Description

Just as our reputation has spread beyond our Minnesota roots, so have our locations. Today, our employees are located at our three major campuses in Phoenix/Scottsdale, Arizona, Jacksonville, Florida, Rochester, Minnesota, and at Mayo Clinic Health System campuses throughout Midwestern communities, and at our international locations. Each Mayo Clinic location is a special place where our employees thrive in both their work and personal lives.  Learn more about what each unique Mayo Clinic campus has to offer, and where your best fit is.

Equal Opportunity

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, protected veteran status or disability status. Learn more about the "EOE is the Law" .  Mayo Clinic participates in  E-Verify and may provide the Social Security Administration and, if necessary, the Department of Homeland Security with information from each new employee's Form I-9 to confirm work authorization.

Recruiter

Lynnette Fleshman