Service Line, Ambassador Program Coordinator

Job Summary

Under administrative supervision by the Service Line Ambassador Program Senior Coordinator, responsible for supporting communication and patient direction for the Service Line and providing assistance to identified individuals in accessing services across Tampa General Hospital. The goal of the Service Line Ambassador Program is to provide individualized experience by managing patient requests and connecting the patient to the full spectrum of care offered by TGH and the Service Line. Assesses the needs of patients and families to ensure world class care. Serves as a liaison among participants, admissions, administrative and clinical leaders, and interdisciplinary teams. Communicates with external physician offices and healthcare organizations. This role will support the program serving patients during business hours. Ensures compliance to privacy requirements and interacts with participants in a discreet and professional manner. Participates in quality patient experience improvement responsible for performing job duties in accordance with the mission, vision and values of Tampa General Hospital.

This role will support our Heart & Vascular Service Line.

Responsibilities

• Works to promote hospital and Service Line Program services through networking, and acts as a liaison between TGH staff physicians, hospital administration, patients and families.
• Under minimal supervision, assesses needs of patients and their families by practicing superior active listening to ascertain core issues, effectively communicating key items requiring follow up to appropriate parties within the organization, monitoring status of resolution and facilitating dialogue between patients and families and clinical personnel.
• Supports patient access to services, identifying appropriate programs, clinical support and or scheduling channels, and completing "warm" handovers to key personnel in the moment when possible.
• Works with department leadership to improve patient satisfaction by identifying care pathway needs and areas for improved service delivery.
• Maintains complete and accurate records through timely documentation of patient referrals and progress in tracking system.
• Responsible for providing regular reports to administration to communicate the activity and success of the program.
• Effectively communicates patient status updates and/or resolution to Service Line Leadership.
• Provides input for process improvement opportunities for patient navigation and coordination.
• Demonstrates exemplary independent judgment, critical thinking skills and knowledge of de-escalation techniques.
  
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• Maintains professional demeanor at all times in highly sensitive situations.
• Works collaboratively with multiple departments within organization, including clinical care teams, requiring ability to establish and maintain strong relationships with multidisciplinary team.
• Identifies situations which require additional interventions from Risk Management or other members of the Tampa General Hospital management team.
• Interacts with scheduling teams, Service Line Center Mangers and Program Coordination staff and other organizational teams on a regular basis for coordination of care and patient or physician services.

Qualifications

• Minimum 4 years of administrative support development in professional organizations such as physician practices, hospitals, or health insurance companies. experience required.
• Experience in Health Care setting preferred. Associate degree required.
• Experience in Service Line Specialty area prioritized.
• Skills Required: Telephone and Communications, Presentation and Excel Spreadsheet Management, and ability to prioritize work.
• EMR/Epic competency, especially scheduling and chart navigation.