The Patient Ambassador promotes a positive patient experience by facilitating an interdisciplinary approach to providing high quality and coordinated care in the Emergency Department. Rounds on patients and the Emergency Department environment to ensure a positive patient experience, and to expedite hospital throughput by anticipating and preventing bottlenecks in patient flow. Responsible for providing patients with consistent information and status updates by acting as a liaison between the patient, hospital staff, and faculty. Identifies and provides resolution to patient requests through collaboration with physician, nursing, and ancillary departments. Serves as the point of contact to addresses patient concerns and employs de-escalation techniques and service recovery. Provides management direction and responsible for training Emergency Department volunteers. Tracks and maintains detailed reports about patient complaints and requests; communicates areas of concern to hospital and COM leadership for service and quality improvement. Proposes strategic solutions to enhance coordinated care to the ED Service Ambassador program administrative and physician champions.