Lead Patient Ambassador

Orlando Health · Lakeland

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Lakeland Highlands Hospital

This position is responsible for supporting all aspects of the patient ambassador functions in accordance with hospital standards and operations. The lead ambassador serves as a resource to patient ambassadors and as a leadership representative, who understands the function and processes of the department. This position works with the interdisciplinary team, including management, to ensure that the department functions at the highest level of performance to achieve hospital and organizational goals. The lead ambassador has shift-to-shift decision-making ability to ensure that patients and guests receive the highest quality care and service.

• Assumes responsibility and coordination of the day-to-day operations of the department as assigned by or in the absence of management.
• Maintains knowledge of daily house census, admissions/discharges, relevant patient information, scheduled patient rounding, as well as special requests/arrangements.
• Focuses on the operational, mechanical, or housekeeping concerns of the public areas of the hospital and addresses concerns with the appropriate department.
• Anticipates the needs of the department and takes action to remove barriers accordingly.
• Facilitates the training and education of new and established team members.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the department goals to produce desired results.
• Ensures the team is kept apprised of all relevant communications, updates, and changes to the department.
• Delivers immediate and ongoing feedback to team members and management to guarantee the highest quality and service standards are met.
• Interacts with patients, guests, and the multidisciplinary team to obtain feedback on quality of care and service, and overall satisfaction.
• Arranges services for patients and guests as needed.
• Assists with data collection and reporting of assigned department initiatives.
• Analyzes information, evaluates results, and makes change recommendations in a timely manner.
• Provides oversight of all hospital meetings and events, manages, and updates resource calendars, and serves as a leadership representative to hosts, vendors, and attendees.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Other duties as assigned.
• Communicates clearly and professionally.
• Attends in services/meetings as required.
• Completes all mandatory education.
• Remains current with department processes and Orlando Health’s policies and procedures.
• Assumes the responsibility for professional growth and development.

• High School diploma or equivalent.
• Three (3) years of experience in the customer service or hospitality industry setting.
• Leadership experience is highly preferred.

• Assumes responsibility and coordination of the day-to-day operations of the department as assigned by or in the absence of management.
• Maintains knowledge of daily house census, admissions/discharges, relevant patient information, scheduled patient rounding, as well as special requests/arrangements.
• Focuses on the operational, mechanical, or housekeeping concerns of the public areas of the hospital and addresses concerns with the appropriate department.
• Anticipates the needs of the department and takes action to remove barriers accordingly.
• Facilitates the training and education of new and established team members.
• Participates in departmental meetings and continually communicates a clear and consistent message regarding the department goals to produce desired results.
• Ensures the team is kept apprised of all relevant communications, updates, and changes to the department.
• Delivers immediate and ongoing feedback to team members and management to guarantee the highest quality and service standards are met.
• Interacts with patients, guests, and the multidisciplinary team to obtain feedback on quality of care and service, and overall satisfaction.
• Arranges services for patients and guests as needed.
• Assists with data collection and reporting of assigned department initiatives.
• Analyzes information, evaluates results, and makes change recommendations in a timely manner.
• Provides oversight of all hospital meetings and events, manages, and updates resource calendars, and serves as a leadership representative to hosts, vendors, and attendees.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Other duties as assigned.
• Communicates clearly and professionally.
• Attends in services/meetings as required.
• Completes all mandatory education.
• Remains current with department processes and Orlando Health’s policies and procedures.
• Assumes the responsibility for professional growth and development.

• High School diploma or equivalent.
• Three (3) years of experience in the customer service or hospitality industry setting.
• Leadership experience is highly preferred.

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