Ambassador

JOB SUMMARY

This position is responsible for providing hospitality services and escorting Protocol, VIP, International and Executive

Health Patients and their families. Accountable for ensuring a seamless patient flow from the patients’ arrival to CCAD

until discharge and follow up, the ambassador ensures service excellence by maintaining highest patient satisfaction.

PRIMARY JOB DUTIES AND RESPONSIBILITIES

· Strives to continually improve the patient journey and ensure the highest quality of service and hospitality

· Liaises closely with all OFA representatives and OFA Coordinator to ensure a smooth journey for assigned

CCAD patients

· Exhibits empathy, respect, confidentiality and a “Patient First” focus while serving as a representative of CCAD

OFA Department

· Escorts the patient from the time of their check in at OFA lounge and throughout all their appointments, navigating the patient all through their health journey at CCAD

· Works closely with the PAR/nurse in the clinics and communicates in a timely manner to inform clinic staff of anticipated arrival for appointments

· Waits until the patient finishes with the appointment and takes the patient to next appointment / VIP lounge and make sure to support the patient and their families with their needs during this time

· Updates OFA representatives about the patients appointment status

· Escalates to OFA representatives in case any issue arises with patient or their requests / appointments

· Receives patient inquiries / requests and promptly informs the OFA Representatives

· Demonstrates punctuality and actively participates in all departmental briefing and trainings

· Maintains a neat, clean and professional appearance according to departmental grooming and / or uniform standards · Contributes to the maintenance of a safe facility that meets the requirements of all health and safety regulatory standards by actively reporting any areas of concern

· Maintains ongoing dialogue and collaborative relationships with other caregivers in other departments to continually improve performance and processes

· Assists with developing and improving service related departmental policies and procedures

· Complies with all departmental policies and procedures ensuring all service requests are addressed in an efficient and courteous manner

· Covers service shift needs as needed; i.e., day, evening, night and weekend shifts

· Other duties as assigned.

QUALIFICATION & EXPERIENCE REQUIREMENTS

Education

· High school diploma or equivalent is required

Experience

· Minimum of (2) years of experience in healthcare, hospitality or customer service required

Job Specific Skills and

· Basic computer skills, ability to learn and manage electronic medical record system functions as applicable

· Strong interpersonal and customer service skills and willingness to serve the public

· Ability to understand and follow oral instruction from departmental supervision and support personnel.

· Ability to speak more than one language is preferred