Emergency Department Service Ambassador

Organization:

SMCS-Sutter Med Center - Sacramento

Position Overview:

The Emergency Department (ED) Service Ambassador supports the patient and family experience through the investigation and resolution of complaints, concerns, and other feedback received by patients and family members. The role acts as a liaison between the patients and clinical staff, assists with communication of wait times, resolves escalations in real-time, and ensures patient needs are met in a timely manner. The position will round on patients and their family members in the waiting rooms, and if a patient is admitted, will follow up with the patient to resolve any outstanding requests. The ED Service Ambassador will answer questions and address concerns to ensure our patients have the best experience of care.
Will collaborate closely with managers, physicians, and staff throughout the organization. Assists staff members who request intervention in diffusing difficult or volatile patient situations.

• Limited Term (52 weeks)
• Varied Shift 10am-6:30pm

Job Description:

EDUCATION:
Equivalent experience will be accepted in lieu of the required degree or diploma.

• Bachelor's: degree in Business Administration, Nursing, Social Work, or other health care related field

TYPICAL EXPERIENCE:

• 2 years recent relevant experience

SKILLS AND KNOWLEDGE:

• Oral and written communication skills. must demonstrate writing skills including the ability to synthesize the facts of an investigation and respond with compassion to patients on behalf of the organization.
• Analytical skills, including medical record review/analysis, investigate of quality of care complaints and synthesize facts to follow up on related patient complaints and related safety issues.
• Case management skills: ability to manage a high caseload while providing document and timely responses to meet regulatory timelines.
• Must possess interpersonal, conflict resolution and problem-solving skills while working in a fast-paced environment.
• Computer skills including word processing, email, calendar and data base, and departmental specific software.
• Sensitivity to issues of diversity and demonstrates cultural competence.
• Ability to work collaboratively with managers, faculty and staff throughout the institution.
• Ability to work independently and be resourceful when navigating complex situations.

Job Shift:

Varied

Schedule:

Full Time

Shift Hours:

8

Days of the Week:

Monday - Friday

Weekend Requirements:

None

Benefits:

Yes

Unions:

No

Position Status:

Non-Exempt

Weekly Hours:

40

Employee Status:

Limited Term (Fixed Term)

Number of Openings:

1

Sutter Health is an equal opportunity employer EOE/M/F/Disability/Veterans.

Pay Range is $32.28 to $48.42 / hour