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New ambassador role launches at Yale New Haven Hospital

Bulletin May 16 2019

The new patient experience ambassador role is up and running. Watch for them in their new uniforms – navy blue pants, jackets, vests and bright-blue tops.

Visitors to Yale New Haven Hospital are being greeted in a new way, thanks to a recent Guest Services reorganization.

What were once three separate job titles spread across the York Street and Saint Raphael campuses have become a single position called “patient experience ambassador.” These ambassadors are a combination of the previous guest ambassadors, patient financial admitting services (PFAS) associates and SRC visitor receptionists.

“This reorganization allows us to meet and greet patients and visitors in a consistent way under one umbrella,” said Lynelle Abel, system director, Volunteer and Guest Services, Yale New Haven Health. “This presents a more welcoming environment, demonstrating a specific care signature. It’s a big commitment and I am thrilled that everyone is all in.”

In addition to the consolidation and standardization of job titles, the reorganization includes the promotion of Tina Jennings-Harriott to manager of Guest Services. Jennings-Harriott explained that new patient experience ambassadors are cross-trained on tasks, including issuing passes, overseeing patient visitation policies, providing directions and escorting patients and visitors to their destinations. They are often the first people patients and visitors encounter at the hospital and set a positive tone.