Overview: To be part of our organization, every employee should understand and share in the YNHHS Vision, support our Mission, and live our Values. These values - integrity, patient-centered, respect, accountability, and compassion - must guide what we do, as individuals and professionals, every day.

Under the manager of Guest Services, has responsibility for Patient Experience ambassador staff at several ambulatory sites. This includes North Haven, Old Saybrook, Shoreline Medical Center,Yale Physician's Building and Park Avenue Medical Center. This requires developing consistent standards of practice for all sites. This position also provides periodic support to the Manager of Guest Services for YNHH Guest Services staff.

EEO/AA/Disability/Veteran Responsibilities:

1. Responsible for developing training programs and services to enhance the first points of entry at several off site medical centers.
2. Responsible for day-to-day supervision of ambassador staff. This includes the evaluation and recognition processes.
3. Provides on-going education on YNHH initiatives including the SOPB, Diversity and Inclusion, etc.
4. Maintains open lines of communication with site leadership, department staff members, site volunteers and manager - arcing up all appropriate concerns and issues.
5. Participates in the development and maintenance of department standards of practice. Identifies any number of process improvement, quality/safety, service recovery and patient experience initiatives to enhance the level of patient experience at all assigned ambulatory sites.
6. Serves as lead supervisor in the absence of the Manager of Guest Services and provides support to YNHH Guest Services staff when needed.
7. Has responsibility for recruitment, orientation, training and scheduling of Guest Services/PX ambassadors staff at five off site medical centers.

Qualifications:

EDUCATION

Minimum of an Associate's degree, bachelor's degree preferred.

EXPERIENCE

Three years experience in a front line customer service environment, preferably in a healthcare setting. Experience in working in a transitioning environment where new teams and/or new assignments have been created. A minimum 1-3 years of lead or supervisory experience required.

SPECIAL SKILLS

Must have exceptional communication skills, proven ability to problem solve and demonstrated supervisory/leadership skills. This can be in team settings and/or in formal supervisory roles. Must have the ability to work collaboratively and effectively with various departmental staff, patients and families.

PHYSICAL DEMAND

Ability to drive/travel to various sites.