Guest Services Specialist - Full Time - Evening

Guest Services Specialist

Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Guest Services Specialist serves as a central communication hub for the hospital, providing a critical link between patients, families, team members, physicians, and external parties. This role requires excellent communication and customer service skills, proficiency with communication technologies, and the ability to handle routine and emergency situations effectively. Responsibilities include answering and routing calls, managing emergency codes and alarms, providing information and assistance, maintaining communication systems and databases, checking patients in, greeting visitors, and collecting data.

Responsibilities include:

• Answers incoming calls promptly and courteously, determining the appropriate destination and routing calls efficiently. This includes handling main hospital lines, emergency lines, physician answering services, and various hotlines.
• Responds to and manages emergency codes (e.g., Traumas, Fires, Disasters, Life Safety, Medical Alerts, Facility Alerts, Security Alerts, and alarms according to established procedures, including notifying appropriate personnel and departments, documenting events, and initiating necessary actions as needed.
• Monitors and responds to system alarms, reporting equipment malfunctions to the appropriate department.
• Provides information regarding patient location, visiting hours, hospital departments and services, on-call schedules, and directory assistance.
• Operates and maintains communication systems and computer-based databases. This includes troubleshooting issues, reporting malfunctions, and coordinating with technical staff.
• Maintains accurate records and documentation, including call logs, emergency reports, and database updates, and provides timely responses to inquiries.
• Responsible for monitoring Zero Eyes hardware and calling emergency alerts as necessary.
• Responsible for managing fleet vehicle logs and completing sign-out of vehicles.
• Stays informed about hospital events, procedures, and on-call schedules.
• Provides excellent customer service, demonstrating empathy, patience, and professionalism in all interactions.
• May perform additional duties such as processing administrative requests and coordinating language interpretation services.
• Due to the critical nature of this role, consistent presence is required on the assigned coverage area throughout the scheduled shift, unless coverage is arranged and confirmed with a colleague.
• Greets visitors, registers their arrival, and provides visitor credentials.
• Provides directions to destinations and orientation to the overall facility and grounds layout.
• Notifies units of families or significant others who have arrived to pick up discharging patients.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Customer service experience.
• Ability to multitask, prioritize, and work effectively under pressure.
• Strong problem-solving and critical thinking skills.
• Excellent written and verbal communication skills.
• Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

• Associate's degree.
• Prior experience as a switchboard operator, call center representative, or in a healthcare setting.
• Knowledge of medical terminology.
• Experience with specific communication systems (e.g., NEC PBX, Amtelco, AMCOM/Spok, Infinity/G-3, Everbridge).
• Bilingual skills.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

Compensation Minimum rate of $18.65 Hourly HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package. The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
• Experience: Years of relevant work experience.
• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
• Skills: Demonstrated proficiency in relevant skills and competencies.
• Geographic Location: Cost of living and market rates for the specific location.
• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts. In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

Hackensack Meridian Health (HMH) is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.