The Junior Patient Ambassador supports patients by providing guidance, assistance, and a welcoming environment throughout their healthcare journey. This role involves helping patients navigate hospital processes, answering inquiries, and ensuring a positive patient experience by addressing concerns promptly and compassionately.
Key Responsibilities:
- Patient Assistance:
- Greet and guide patients and their families upon arrival.
- Provide clear directions to hospital departments, clinics, and facilities.
- Assist with completing forms, understanding procedures, and accessing services.
- Customer Service:
- Address patient inquiries, concerns, or complaints with professionalism and empathy.
- Communicate effectively to resolve minor issues or escalate complex concerns to senior staff.
- Coordination:
- Liaise between patients and medical staff to ensure smooth communication.
- Coordinate appointments, follow-ups, and transportation services if required.
- Supportive Care:
- Offer emotional support to patients and families during their visit.
- Ensure patients are comfortable and informed about waiting times and next steps.
- Feedback Collection:
- Assist in gathering patient feedback and suggestions to improve service quality.
- Document and report any patterns of complaints or suggestions to the Patient Relations team.
- Operational Support:
- Maintain accurate patient logs and records of interactions.
- Assist with special events, awareness campaigns, or outreach programs.
Qualifications:
- High school diploma or equivalent; additional certifications in customer service or healthcare preferred.
- Prior experience in customer-facing roles, preferably in healthcare or hospitality.
- Proficiency in using basic computer systems for data entry and scheduling.
Skills and Competencies:
- Excellent communication and interpersonal skills.
- Strong problem-solving and conflict-resolution abilities.
- Empathy, patience, and the ability to work in a high-stress environment.
- Multilingual skills are an advantage.
