Emergency Department Service Ambassador

$79,560 - $119,350/Yr

Sutter Health - Antioch, CA

Full-time - Entry Level

Antioch, CA

Hospitals

About the position

The Emergency Department (ED) Service Ambassador at Sutter Health plays a crucial role in enhancing the patient and family experience by addressing complaints, concerns, and feedback from patients and their families. This position serves as a liaison between patients and clinical staff, ensuring effective communication regarding wait times and resolving escalations in real-time. The ambassador will actively engage with patients in waiting areas and follow up with admitted patients to address any outstanding requests, ultimately striving to provide the best possible care experience.

Responsibilities

• Support the patient and family experience by investigating and resolving complaints and concerns.
• Act as a liaison between patients and clinical staff.
• Assist with communication of wait times to patients and families.
• Resolve escalations in real-time to ensure patient needs are met promptly.
• Round on patients and their family members in waiting rooms.
• Follow up with admitted patients to resolve any outstanding requests.
• Answer questions and address concerns to enhance the patient experience.
• Collaborate closely with managers, physicians, and staff throughout the organization.
• Assist staff members in diffusing difficult or volatile patient situations.

Requirements

• Bachelor's degree in Business Administration, Nursing, Social Work, or other healthcare-related field.
• 2 years of recent relevant experience.
• Strong oral and written communication skills, including the ability to synthesize facts and respond compassionately to patients.
• Analytical skills for reviewing medical records and investigating quality of care complaints.
• Case management skills to manage a high caseload and provide timely responses.
• Interpersonal, conflict resolution, and problem-solving skills in a fast-paced environment.
• Proficient computer skills including word processing, email, calendar, and departmental specific software.
• Sensitivity to diversity issues and cultural competence.
• Ability to work collaboratively with managers, faculty, and staff.
• Ability to work independently and navigate complex situations.

Benefits

• Comprehensive benefits package including health insurance, dental insurance, and vision insurance.
• Paid time off and holidays.
• 401k retirement plan options.
• Employee assistance programs.
• Tuition reimbursement for further education.