Patient Ambassador Levels I - II - OU Medical Center

The Patient Ambassador I supports the patient experience at the unit level in partnership with Environmental Services (EVS) leadership. This role administers patient satisfaction surveys and other feedback tools, compiles and distributes routine reports to unit leadership, and helps implement patient satisfaction initiatives. The Patient Ambassador I promotes a culture of hospitality and respect, supports regulatory compliance related to patient experience, and collaborates with onsite teams to achieve established patient satisfaction goals and objectives.

Essential Responsibilities:

Responsibilities listed in this section are core to the position. Inability to perform these responsibilities, with or without an accommodation, may result in disqualification from the position.

• Maintain and support client (patient, family, unit leadership) satisfaction across assigned areas.

• Administer required surveys and other feedback mechanisms; ensure timely collection, tracking, followup, and basic reporting to unit leadership.

• Foster and model a strong servicefirst culture grounded in respect and proactive support for customers.

• Monitor and follow up on patient satisfaction initiatives; assist with department/unit action plans and status reporting.

• Participate in hospital committees (e.g., Patient Satisfaction, Nursing, Administration, HCAHPS) to support communication and collaboration.

• Implement patient satisfaction programs at the unit level in alignment with corporate and division standards.

• Notify EVS leaders when corporate quality and service standards are not met and support corrective actions.

• Support compliance with applicable regulatory and accreditation requirements (e.g., CMS, Joint Commission).

• Maintain awareness of industry and organizational patient satisfaction updates and practices.

• Demonstrate corporate culture, values, and an enthusiastic, proactive approach to meeting satisfaction goals.

• Demonstrate effective communication and active listening with clients, customers, and employees.

• Collaborate with other Patient Ambassadors to share ideas and best practices.

• Represent the organization professionally and ethically.

• Interface proactively with support departments to help achieve optimal patient and operational outcomes.

• Collaborate closely with onsite management teams to reach operational goals.

• Demonstrate working knowledge of patient satisfaction measurement methods and CMS HCAHPS survey usage.

• Assist with onsite reporting and communications; compose patient satisfaction summaries and reports.

General Responsibilities:

• Performs other duties as assigned.

Minimum Qualifications (Level I):

Education: High School Diploma or GED required.

Experience: No experience required.

License(s)/Certification(s)/Registration(s) Required:

None required.

Minimum Qualifications (Level II):

Education: High School Diploma or GED required.

Experience: At least 3 years of progressively responsible experience in patient experience, customer service, healthcare operations, or a related area is required.

License(s)/Certification(s)/Registration(s) Required:

None required.

Knowledge, Skills and Abilities:

• Strong written and verbal communication skills, including the ability to compose clear reports and communicate professionally with patients, staff, and leadership.

• Ability to administer surveys and feedback tools accurately and complete timely followup and reporting.

• Serviceoriented mindset with the ability to model respectful, hospitalityfocused interactions.

• Ability to organize tasks, prioritize effectively, and maintain accuracy in a changing environment.

• Foundational knowledge of patient satisfaction measurement methods and basic understanding of HCAHPS concepts.

• Ability to support regulatory readiness and escalate concerns related to service or compliance.

• Collaborative skills to work with EVS leadership, clinical teams, and support departments.

• Proficiency with standard office software and survey/reporting systems.

• Demonstrated initiative, adaptability, reliability, and ethical conduct.

• Working knowledge of office procedures and basic administrative practices.

• Ability to apply knowledge of the working environment to meet unit goals and objectives.