Title: Patient Ambassador

Location: Long Beach

Department: Customer Service

Status: Full-Time

Shift: Days

Pay Range*: $27.80/hr - $40.32/hr

MemorialCare is a nonprofit integrated health system that includes four leading hospitals, award-winning medical groups – consisting of over 200 sites of care, and more than 2,000 physicians throughout Orange and Los Angeles Counties. We are committed to increasing access to patient-centric, affordable, and high-quality healthcare; your personal contributions are integral to MemorialCare's recognition as a market leader and innovator in value-based and other care models.

Across our family of medical centers, we support each one of our bright, talented employees in reaching the highest levels of professional development, contribution, collaboration, and accountability. Whatever your role and whatever expertise you bring, we are dedicated to helping you achieve your full potential in an environment of respect, innovation, and teamwork.

Position Summary

The Patient Ambassador is responsible for serving as a liaison between patients and employees of Long Beach Medical Center and delivering high quality customer service. The Patient Ambassador provides a specific channel through which patients can communicate problems, concerns, or unmet needs and collaborates with staff towards finding real-time resolutions to patient concerns.

Essential Functions and Responsibilities of the Job

· Manages the process of customer complaint and grievance resolution through independent and proactive triage of concerns, follow-up with departments and managers as well as assuring timely and appropriate follow-up with the customer.

· Collaborates with all members of the health care team (i.e. patient care, engineering, hospitality, administration, information desk, admitting, resource management) to ensure that patients’ needs are addressed.

· Assists with the coordination of written responses by facilitating the feedback to the appropriate managers and/or following up with the patient.

· Performs daily rounds on inpatients of Long Beach Mediccal Center to serve as communication channel and to resolve issues. Routinely visits each outpatient clinic to meet with patients and their families.

· Maintains accurate and up-to-date logs of patient interventions and communication in the database. Evaluates data, reports trends and communicates activities to supervisors in a timely manner.

· Participates in project activities such as the Customer Service Workshops to be presented to employees, as well as the organization and execution of the Applause Program.

· Serves on committees and Care Lines as requested across departments related to Customer Service.

· Performs other duties as assigned.

*Placement in the pay range is based on multiple factors including, but not limited to, relevant years of experience and qualifications. In addition to base pay, there may be additional compensation available for this role, including but not limited to, shift differentials, extra shift incentives, and bonus opportunities. Health and wellness is our passion at MemorialCare—that includes taking good care of employees and their dependents. We offer high quality health insurance plan options, so you can select the best choice for your family. And there’s more...Check out our MemorialCare Benefits for more information about our Benefits and Rewards.

Qualifications/Work Experience:

· 2+ year experience in healthcare preferred.

· Customer Service experience preferred.

· Bilingual (fluent verbal and written) in English and Spanish preferred.

Education/Licensure/Certification:

·  College degree preferred or equivalent experience.