The first smiling face visitors, patients and employees see when they walk through the doors of Augusta University Medical Center is a Blue Coat Ambassador.
Last week, these customer service professionals were honored and recognized for their hard work during Blue Coat Ambassador Week.
The first Blue Coat Ambassadors (BCAs) received their signature uniform in December 2017. This year, BCA’s assisted 309,238 patients, families and guests and transported 8,432 people who needed assistance. The busiest times for the ambassadors are between 8 a.m. and 3 p.m. on Thursdays, and the busiest areas are Entrance A, the Cancer Center and Children’s Hospital of Georgia.
“The Blue Coat Ambassadors are a significant part of our patient- and family-centered experience at AU Medical Center. These ‘first impression’ professionals continue to lead the way in our journey toward becoming the destination of choice for health care,” said Julie Moretz, Chief Experience Officer and AVP of Patient- and Family-Centered Care.
BCAs are stationed at every entrance and in heavy traffic areas (such as the D elevators.) Their duties include giving directions to help patients and visitors navigate the hospital, providing wheelchairs for patients who have mobility issues, answering questions and offering assistance in whatever way they can.
They also serve as a cohesive team that proactively builds partnerships with colleagues in departments across the medical center for the ben4efit of patients and families, including volunteers, security professionals, environmental services, physician’s offices, etc.
To show appreciation for this hardworking team, some members of AU Health’s leadership team took a turn last week donning the blue coat: Kim Basso, Director of Women’s and Children’s Services; Mark Schreiber, Chief Nursing Officer; Lee Bennett, associate general counsel; Nancy Brady, Vice President and Chief Operating Officer; Randy Murphy, AVP of Ambulatory Nursing.
Click through a slideshow below.