Patient Ambassador - East New York

AdvantageCare Physicians (ACPNY) is a primary and specialty care practice serving half a million patients across the New York metropolitan area. With more than 30 medical offices across New York City's five boroughs and Long Island, ACPNY is continually expanding our practice and enhancing our services for communities throughout New York. As we grow, our employees grow with us.

Summary of Position

• The Patient Ambassador proactively supports the full patient experience by identifying service gaps in real time, resolving patient concerns through service recovery, guiding patients through the care journey, promoting digital engagement, and partnering with office leadership to improve patient satisfaction and operational responsiveness.

Principal Accountabilities

• Works directly with the Practice Administrator and Nurse Manager, if needed, to improve the patient experience during every encounter by anticipating patient needs and when needed, offering tailored patient recovery for missed or unexpected events. Promotes a positive experience by providing direction through the patient journey. Leads real-time service recovery for patients experiencing delays, dissatisfaction, confusion, or unexpected changes in care, partnering with office leadership and clinical teams to resolve concerns promptly. Assists and supports patients through the grievance process providing a mutually agreeable solution.
  
• Proactively rounds in patient-facing areas to identify patients who may need assistance, reassurance, direction, or escalation before concerns become complaints. Serves as a patient advocate and navigator by helping patients understand next steps in their visit, access follow-up resources, and move smoothly through the care experience.
  
• Reviews and responds to patient complaints as expressed in person or through the Patient Experience surveys. Problem solves on behalf of the patient and works to resolve patient issues.
  
• Identifies and reports on patient satisfaction trends and patterns to be addressed. Works in conjunction with the medical office leadership to identify the cause of the problems and propose solutions.
  
• Coaches and supports front-desk and care team staff in patient-centered communication, deescalation techniques, and consistent service behaviors. Promotes digital engagement and self-service adoption by educating patients on MyChart, kiosks, tablets, and other tools in a way that improves confidence and access-not simply completing the task for them.
  
• Supports patient experience initiatives by participating in action plans aimed at improving satisfaction scores, reducing complaints, and strengthening the overall office experience. Meets with regional operational leadership and Chief Operating Officer to identify opportunities for patient experience improvement.
  
• Performs other job-related duties as required including periodic webinar-based education on the patient experience, de-escalation techniques and Epic check in applications.