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Red Coat Ambassador

Charlie Norwood VA Medical Center

The Red Coat Ambassador Program responds to the Voice of the Veteran by providing a personal positive first impression and standardized VA experience of assistance with navigation, information, and a general culture of care, giving VSO's a significant role with volunteers and employees to personally assist customers at the facility’s main entrances. In addition, the Red Coat Ambassador Program can enable service recovery prior to departure.

Red Coat Ambassadors can improve Veteran’s pain points and positively affect moments that matter in their health care journey. Reducing patient anxiety has been shown to improve clinical outcomes. Red Coat Ambassadors can reduce anxieties related to hospital navigation or other confusion. Red Coat Ambassadors directly impact the environment of care of VA Medical Centers. The program can provide visitors with a personal, positive experience when it matters most.

As an Ambassador, your main role is to greet and assist Veterans and guests. You will be assisting with directions, navigation, making referrals to resources, and making all our customers more comfortable in our VA environment.

Your specific duties are as follows:

• Greet people pleasantly. Be courteous and professional at all times.
• Introduce yourself and identify yourself as a volunteer. Speak quietly and discreetly.
• Listen to patients in a sincere, friendly manner.
• Your language should always be in good taste.
• Always be helpful-it is better to spend a few minutes making or keeping people happy than to work for months to regain their goodwill.
• Provide customer service to ensure patients and visitors have a pleasant experience.
• Contact the Escort services for guest transports.
• Refer guests to the Information Desk for specific information regarding appointments or other information that you cannot provide.
• Provide directions/maps or navigation assistance to visitors, based on preference
• Refer to the Resource book for local information.
• Assist with locating and calling transportation options.