Patient Relations (Ambassador)

Job Title

Patient Relations (Ambassador)

Duties

Help

• Interpret the Health Care Center's mission, policies, procedures, and available services to Veterans and family members.
• Provides a personal and positive first impression; standardizes the experience of assistance with navigation and information for Veterans and their family members; fosters a general culture of care; and personally, assists customers throughout the Health Care System.
• Assists Veterans, family members, and Health Care System staff members in recognizing and removing obstacles to providing the optimal patient experience. Assists patients arriving at the Health Care System by reducing their anxiety related to hospital navigation or other confusion, leading to improved clinical outcomes.
• Recognizes and institutes appropriate action in emergency situations such as performing CPR, Heimlich maneuver for choking, seizure precautions and safety during seizures, and emergency first aid.
• Uses CPRS and/or VISTA to verify appointment information.
• Greets patients in the parking lot and orientates them on the availability of the parking lot shuttle cart/van to the lobby area and assists patients onto or off the shuttle cart/van. Assists family members, and visitors to parked vehicles by driving shuttle cart/van.
• Serve as a liaison between the Veteran and Health Care System staff to provide maximal assistance to the Veteran and assist in resolving any conflicts or issues.
• Will safeguard and ensure statutory and constitutional rights of patients, protecting patients from abuses that tend to depersonalize and rob them of their dignity, self-respect, or esteem.
• Through daily activities working with patients and family members, incumbent will identify existing or potential problems and barriers to care and recommend solutions or alternatives to existing procedures that contribute to those problems or barriers.
• Will receive and listen to complaints from patients or family members during the course of their duties.
• Will proactively and routinely visit clinical waiting areas and seek to problem-solve potential or existing barriers to care or patient dissatisfiers.
• Track and trend requests for information, concerns, and suggestions presented to the incumbent by patients.

Work Schedule: Monday-Friday, 7:00 am-3:30 pm or 8:30 am- 5:00pm

Virtual: This is not a virtual position.

Position Description/PD#: PD03884A

Relocation/Recruitment Incentives: Not Authorized

Critical Skills Incentive (CSI): Not Approved

Permanent Change of Station (PCS): Not Authorized