Patient Experience Ambassador

Job Summary

The Patient Experience Ambassador serves as the first point of contact for patients, families,
and visitors entering Appling Healthcare. This role is responsible for delivering an
exceptional first impression through professional hospitality, patient navigation, mobility
assistance, and service support.
This position is non-clinical in scope but requires strong awareness of patient safety,
mobility assistance, and appropriate escalation protocols. The Care Experience Concierge
plays a vital role in shaping community perception, enhancing patient satisfaction, and
supporting safe entry into the organization.

This will be a full time position Monday - Friday 7:30 am - 4:30 pm.

Essential Duties and Responsibilities

First Impressions & Hospitality
• Greet all patients, families, and visitors with warmth and professionalism.
• Maintain a calm, welcoming presence in high-traffic and high-stress situations.
• Provide clear directions and escort individuals when necessary.
• Ensure a respectful and dignified experience for all individuals

     2. Arrival & Mobility Assistance
          • Assist patients entering and exiting vehicles safely when appropriate.
          • Provide wheelchair assistance and coordinate transport services.
          • Monitor entry areas for fall risks or safety concerns.
          • Recognize visible signs of distress or instability and notify clinical staff promptly.

    3. Patient Navigation & Coordination
        • Guide patients to registration, clinics, inpatient units, or service areas.
        • Communicate effectively with registration and nursing teams to support patient flow.
        • Provide general information regarding hospital services and campus layout.

        • Proactively assist individuals who appear uncertain or anxious.

    4. Service Support & Escalation
        • Address minor concerns professionally and compassionately.
        • De-escalate tense situations when appropriate.
        • Escalate patient safety concerns or service issues to leadership promptly.

Qualifications
Required
  • High school diploma or equivalent.
  • Excellent interpersonal and communication skills.
  • Ability to stand for extended periods and assist with patient mobility.
  • Professional demeanor and strong customer service orientation.

Preferred
• CNA, MA, or prior patient care experience strongly preferred.
• Experience in healthcare, hospitality, or community-facing roles.
• Basic understanding of fall prevention and patient safety principles.
• CPR certification preferred.

Core Competencies
• Compassionate Communication
• Situational Awareness
• Professional Presence
• Patient Safety Awareness
• Conflict Resolution
• Team Collaboration
• Reliability and Accountability

Impact of the Role
The Patient Experience Ambassador directly influences patient confidence, safety, and
overall perception of Appling Healthcare. Reporting directly to the CEO reinforces the
strategic importance of first impressions, culture, and community trust.

EOE STATEMENT

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status or any other characteristic protected by law.