Experience Advocate - Outpatient at Shannon Health – San Angelo, Texas

Experience Advocate - Outpatient

Job Summary

The Outpatient Experience Advocate serves as a welcoming presence for patients, families, and visitors, helping them navigate the facility with ease and confidence. As part of the Patient Experience Department, this role focuses on delivering exceptional first impressions, providing wayfinding support, and ensuring a positive experience through friendly, proactive service.

Supervises the Following Positions

Positions: N/A

Physical Requirements

• The ability to perform the duties and responsibility of the position, with or without reasonable accommodations for disabilities.
• The ability to consistently lift, push or pull loads of up to fifty (50) pounds. (Unless nursing 50)
• Sufficient strength, mobility and stamina to make frequent location and position changes, assist with patient care, and perform other physical activities of average difficulty.
• Candidates whose disabilities make them unable to meet the requirements will still be considered fully qualified if they can perform the essential functions of the job with reasonable accommodations.
• May be exposed to infectious or contagious disease.
• May have to handle emergency situations.
• May be subject to irregular hours.
• May be required to wear protective equipment such as eye protection, face protection, masks, sterile/nonsterile gloves, isolation gowns.
• May be exposed to toxic/caustic/chemicals/detergents.
• Physical activities include continuous sitting, and occasional walking, standing, bending, squatting, climbing, kneeling and twisting.
• Activity Conditions (Occasionally, Frequently, Continuously):
  • Sitting- Continuously
  • Walking- Frequently
  • Standing- Frequently
  • Bending-Frequently
  • Squatting- Occasionally
  • Climbing-Occasionally
  • Kneeling-Occasionally
  • Twisting-Occasionally

Visual and Hearing Requirements

• Must be able to see with corrective eye wear.
• Must be able to hear clearly with assistance

Working Conditions

Primarily Works in a well-lighted and air-conditioned environment with period of heavy workload and stress. This role may include working in less-than-ideal home conditions, which can include exposure to extreme temperatures and environments that may not meet typical cleanliness standards such as clutter, unkept surfaces, and homes with pets. Works in various conditions.

Performance: Essential Functions

Decision Making: Ability to make decisions and takes appropriate action based on the information they have. Recognizes own limitations and consults with the supervisor, manager, or team member when appropriate.

Time Management: Works efficiently and manages duties to ensure that tasks are completed with accuracy and within the scheduled shift or reasonable amount of time.

Quality & Quantity: Demonstrates accurate, knowledge and skill to carry out job duties. Follows departmental work policies and procedures. Speed and consistency of output and time utilization of job duties.

Computer Knowledge & Electronic Equipment Use: Demonstrates ability to consistently utilize electronic equipment and online computer programs to perform job duties, including electronic documentation, and order entry.

Resource Utilization: Consistently utilizes and maintains supplies and equipment to minimize lost charges and unnecessary equipment repair-replacement.

Confidentiality: Adheres to established policies on privacy and security requirements for compliance with the Health Insurance Portability and Accountability Act (HIPAA), as applicable by Shannon Policy.

Performance: Position Specific Essential Functions

• Experience Advocate are representatives of the Patient Experience Department and the Shannon Brand. Functions under the category of excellent customer service include warmly greeting patients, family, and neighbors to Shannon, manning assigned location, assisting with directional questions to patient check-in or registration.
• Assists patients with ease of getting in and out of vehicle; correctly directs guests to the department or area they wish to visit, offer any appropriate assistance that ensures everyone feels important and welcome.
• Demonstrate genuine hospitality by making guests feel valued, safe, and supported from the moment they enter.
• Provide clear directions to departments, clinics, and services throughout the facility.
• Personally escort patients and visitors to destinations when appropriate to ensure a seamless and stress-free experience.
• Conduct regular rounds in high-traffic areas (e.g., entrances, lobbies, waiting rooms) to identify individuals who appear lost or in need of assistance.
• Offer help before being asked to demonstrate anticipatory service.
• Communicate professionally with clinical and non-clinical staff to resolve patient/visitor needs in real-time.
• Use internal resources or contact departments (transport, registration, patient experience, etc.) when coordination is needed.
• Address concerns or complaints in a calm, empathetic, and solution-focused manner.
• Escalate unresolved or complex concerns to appropriate team members or leaders in a timely and effective manner.
• Offer additional assistance to elderly patients, individuals with mobility challenges, or those with language or sensory needs (e.g., connect with interpreter services).
• Uphold a polished personal appearance that reflects the organization’s values and professional standards.
• Ensure that entrance and lobby areas are neat, welcoming, and aligned with hospitality standards (e.g., removing clutter, restocking flyers).
• Log interactions, handoffs, or issues as required for tracking, handover, or service improvement.
• Report safety concerns, maintenance needs, or incidents to the appropriate departments.
• Share observations or patterns that could inform workflow, signage, or service adjustments.
• Collects and reports on data on topics such as patient encounters and inter-institutional problems and makes recommendations for changes when appropriate.
• Experience Advocate must have a ‘yes’ attitude:
  • Provide professional and courteous customer service.
  • Perform multiple tasks and work efficiently under pressure, all in an empathetic and positive manner.
  • Understand that attendance affects team morale and confidence.
  • Demonstrate reliability and punctuality regarding attendance.
  • Be consistently present and ready to begin work activities at the start of the shift.
  • Stay within established break periods.
  • Arrive on time for meetings and leave the work area promptly at the conclusion of the shift to reduce potential distractions.
• Performs other duties as assigned.

Qualifications

Education

• Required
  • High School Diploma, GED, or equivalent

Experience:

• Preferred
  • One year of Healthcare experience
  • One year of Clerical experience
  • One year of Customer Service

Certification/Licensure:

• Preferred
  • Basic Life Support (BLS) Certification