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Patient Experience Ambassador

4 weeks ago

Niagara Falls, Canada HealthHub Solutions Full time

Be a part of innovation, success and teamwork We are currently looking for a **Patient Experience Ambassador** to join our **Niagara** Healthcare team

Exciting things are happening at HealthHub We are striving to make a difference in Canadian healthcare. We understand our customers’ needs and work together, as a team, to remove obstacles and barriers as we support beneficial changes in the healthcare community. Our ultimate goal is to improve healthcare in Canada by helping doctors do more doctoring, nurses do more nursing, and administrators to be more productive to serve their patients.

Reporting to the Regional Operations Manager, the Patient Experience Ambassador is responsible for providing excellent customer service and representing HealthHub Patient Engagement Services (HHS) in a positive light at all times. The Patient Experience Ambassador is responsible to generate revenue through IBT rentals while also generating revenue opportunities by providing customer education and gathering customer feedback.

**PURPOSE OF THE POSITION**:
The Multi-Hospital Patient Experience Ambassador provides best-in-class customer service as patients use HealthHub devices across Canadian hospitals. They educate patients about HealthHub services, monitor our systems, and stock marketing materials to ensure that patients have everything they need to enjoy our products.

**JOB INTERACTIONS AND INTERFACES**:
**Internally**: This role interacts with members of the Operations and Rental Management teams.

**Externally**: This role interacts with hospital administration and end users.

**Responsibilities**:

- Provide an excellent customer experience at every point of contact.
- Respond to all customer inquiries regarding the provided services in a timely and professional manner.
- Engage hospital patients and hospital staff members to understand their view and feedback on HealthHub services.
- Inspect, audit, and document on-site equipment.
- Ensure required stock of marketing materials are available on-site.
- Assist the customer in completing the rental process, including activation of services, and the processing of the payment.
- Complete assigned service tickets in the trouble reporting system, including all required service information and times.
- Identify and act on opportunities to improve revenue generation through insights generated by regularly analyzing KPI reporting.
- Follow all HH and hospital health and safety guidelines, including hospital-specific infectious control standards.

**Working Conditions & Environment**:

- A friendly and fun work environment with the opportunity to impact patients positively with HealthHub services.
- Ongoing learning and professional development.
- Internal growth and opportunities.
- Requires traveling and working across hospitals in Niagara.
- May require occasional evening work.

**Experience and Qualifications Required**:

- Excellent communications and interpersonal skills.
- Experience engaging customer feedback.
- Minimum high school diploma or equivalent.
- 3+ years of experience in a customer service role.
- Ability to pass the required background check to work in a healthcare facility.
- Excellent computer skills including Microsoft Outlook, Word and Excel.
- Excellent attention to detail and ability to maintain accurate documentation.
- Must have vehicle, valid Driver’s License (full G license), in good standing.
- Experience working in a healthcare facility (e.g., hospital, long-term care home) is an asset.

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