Patient Ambassador / Trainer-Xanitos

Job Description

Job Title: Patient Ambassador / Trainer

Company: Xanitos

Location: Grand Rapids, MI

Pay: $20 per hour

AI Pay Analysis: An hourly rate of $20 for a “Patient Ambassador / Trainer” in Grand Rapids, MI, appears to be somewhat below the average pay for similar roles in the healthcare and customer service sectors. According to data, patient ambassadors and trainers typically earn between $22 to $30 per hour, depending on experience, qualifications, and specific job responsibilities. While the cost of living in Grand Rapids is relatively moderate compared to larger urban centers, this rate may not adequately reflect the skills and customer interaction responsibilities often required in such positions. Therefore, while $20 per hour may attract candidates, it may not be competitive enough to retain or attract experienced professionals in the field.

Job description:

Xanitos, Inc. is a distinguished management firm specializing in hospital housekeeping, patient transport, and central laundry services. Our unique advantage lies in our patented XRO System for cleaning patient rooms, an exceptional operations management team, and our commitment to delivering top-quality service as a privately-owned entity. This focus has led to significant enhancements in cleaning quality, increased HCAHPS scores, reduced risks of healthcare-associated infections (HAIs), improved bed turnaround times, and considerable cost reductions at the hospitals we serve.

We are currently seeking a Full-Time Patient Ambassador/Trainer for the first shift at University of Michigan Health West Hospital in Wyoming, Michigan.

Key Details:

• Apply today to secure an interview.
• Competitive pay: $20.00/hour
• First shift hours: Monday – Friday, 10:00 AM to 6:30 PM
• Occasional weekend support may be required as needed or requested.

Job Overview:
The Environmental Service Patient Ambassador plays a vital role in enhancing the patient experience and may be deployed in various locations on the client’s premises. The primary responsibilities include, but are not limited to, the following:

Daily Responsibilities:

• Welcome and engage with patients upon their admission and throughout their hospital stay.
• Provide education to patients regarding the services offered by Environmental Services and Patient Transportation; actively seek feedback regarding concerns and impressions of service.
• Train new hires in the duties associated with Environmental Services and Patient Transportation.
• Identify opportunities for enhancing the inpatient experience through interviews, discussions, and observations.
• Collaborate effectively with housekeeping staff and supervisors to address patient concerns, special requests, and to implement creative enhancements to their experience.
• Dispatch any concerns related to other departmental services to the appropriate personnel.
• Conduct follow-ups on all patient concerns to ensure resolution and perceived satisfaction.
• Engage with patients prior to discharge to confirm a satisfactory experience, and provide each with a business card.
• Offer supportive and attentive service to patients expressing dissatisfaction with Environmental Services.
• Maintain a positive, proactive demeanor when interacting with housekeepers, nursing staff, and visitors.
• Complete the required number of Patient Satisfaction surveys for both Environmental and Patient Transportation services.
• Implement and administer special patient-focused programs, including obtaining materials and managing distribution.
• Oversee the ordering, receipt, and distribution of tent cards.
• Organize and implement "morning policing" and evening "turndown" services as part of comprehensive CLEAN & INTERACT programs, ensuring strict adherence to quality.
• Manage and administer a post-discharge mailing program, securing necessary materials and cards.
• Act as an additional monitor for uniform standards to ensure all public and patient-facing staff adhere to hotel-style dress codes.
• Innovatively develop and implement initiatives aimed at achieving and surpassing an 85% satisfaction rating on Press-Ganey Surveys.
• Design special hospitality campaigns and initiatives, including buttons, posters, balloons, and events.
• Develop and refine the Supervisor-Patient Contact Program.
• Research hospitality practices across other departments and Xanitos accounts.
• Collaborate with external patient polling services (e.g., Parkside, Press-Ganey, Gallup, Tenet PSMS) to strategize for improvement.
• Work closely with various departments to ensure comprehensive customer satisfaction with the Xanitos Program.
• Maintain detailed records of all patient admissions, interactions, and stay durations.
• Administer a formal interview program using structured questionnaires, analyze results, and prepare monthly statistical reports and graphs.
• Carefully track financial expenditures related to hospitality initiatives.
• Monitor Patient and Client Surveys, analyze results, and track trends as necessary.
• Fulfill additional assignments as directed while maintaining a consistently positive attitude and a "can-do" approach.

Job Qualifications:
To be successful in this role, candidates must effectively perform each essential duty. The requirements outlined below represent the knowledge, skills, and abilities necessary for the position. Reasonable accommodations may be provided to enable individuals with disabilities to meet these requirements.

• Excellent written and verbal communication skills.
• Ability to multitask and prioritize effectively.
• Strong organizational skills in a dynamic environment.
• Demonstrated initiative, responsibility, flexibility, and leadership capabilities.
• Comprehensive knowledge of contract administration and office protocols.
• Successful completion of a post-offer medical assessment, background screening, and drug testing.
• High school diploma or general education degree (GED) or equivalent is required.

Physical Demands:
The physical demands outlined are representative of those that must be met by an employee to successfully perform the essential functions of this position. Reasonable accommodations may be made to enable individuals with disabilities to fulfill these functions.

• The employee is regularly required to stand, walk, use hands for various tasks, and reach with hands and arms.
• Frequent climbing, balancing, stooping, kneeling, crouching, or crawling may be required, along with the ability to engage in conversation.
• The role necessitates the capacity to stand for prolonged periods and frequently lift, carry, push, or pull items weighing up to 50 lbs.
• Close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus may be necessary, with or without corrective lenses.
• Possible exposure to chemicals necessitating special clothing or safety equipment.

Work Environment:
The work environment characteristics described are representative of those an employee may encounter while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to fulfill these functions.

• The employee may be regularly exposed to fumes or airborne particles.
• Occasional work near moving mechanical parts may be required.
• The typical noise level in the work environment is generally quiet.

Job Posting Date: Wed, 12 Feb 2025 23:38:13 GMT

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