Job Title

Job Details The Ambassador serves as the liaison and concierge for Catholic Health's patients, guests, and employer partners. This individual delivers a premium, hospitality-driven experience that reflects Catholic Health's mission of "Long Live Health" while ensuring access, comfort, and seamless coordination across the system. The Ambassador anticipates needs, removes barriers, and acts as the primary point of contact through their health care journey at Catholic Health. This position combines customer service, clinical navigation awareness, and relationship management to ensure every patient and guest receives compassionate, coordinated, and exceptional care. Key Responsibilities * First Class Patient Experience & Navigation * Serve as a high touch, single point of contact for enrolled patients * Coordinate appointments, pre-registration, transportation, lodging, and other logistics * Provide wayfinding and helps coordinate services relevant to patient care at Catholic Health + beyond * Communicates proactively before, during, and after appointments to ensure satisfaction and continuity * Escort or coordinate handoffs between departments, reducing delays and confusion * Ensure service recovery in real time to resolve any concerns or issues promptly Employer & Concierge Program Support * Support participants enrolled in the Catholic Health Concierge Medicine and Employer Health programs * Assist employer partners with scheduling, benefits coordination, and reporting access barriers * Track utilization and feedback for employer contracts to support retention and ROI analysis Hospitality & Community Engagement * Uphold hospitality standards virtually and in person * Partner with Guest Services and Facilities to ensure coordination of any necessary items * Facilitate relationships with local hotels, transportation providers, and partner organizations * Support the development of community and corporate Ambassador events Technology, Documentation & CRM * Log all patient and employer interactions in the Ambassador CRM (Salesforce or similar) for follow-up and metrics tracking * Encourage activation of Catholic Health MyChart and opt-ins to Catholic Health's digital communications tools * Utilize Catholic Health's digital communication tools (live texting, MyChart messaging) for proactive engagement * Document patient preferences and special requests for continuity of care Service Excellence & Metrics * Achieve top-decile satisfaction for Ambassador-assisted interactions * Contribute to reports measuring patient loyalty, retention, and service ROI * Participate in ongoing training and experience coaching (e.g., Ritz-Carlton/Disney Institute-style modules) * Monitor and report on patient experience metrics and outcomes Qualifications * Bachelor's degree preferred (Hospitality Management, Healthcare Administration, Communications, or related). * Minimum 3-5 years' experience in hospitality, concierge services, healthcare navigation, or patient relations * Clinical or healthcare background (e.g., CNA, medical office coordinator) is highly desirable * Experience with Salesforce, Epic, or other CRM/EMR systems preferred * Knowledge of patient / consumer experience management platforms (e.g., Qualtrics, Medallia, Press Ganey) Performance Metrics * Patient Net Promoter Score (NPS) ≥ 85 * Employer satisfaction and retention rate * Response time to patient inquiries < 24 hours Salary Range USD $75,000.00 - USD $95,000.00 /Yr.