Guest Ambassador - Per Diem

Guest Ambassador

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 Ambassador serves as a liaison between patients/visitors and the organization. This position welcomes guests, provides visitor passes and communicates directions, hospital policies, procedures, and services and safeguards patient visitation rights.

This is a per diem position. Evening shifts, weekends and holidays are required.

Responsibilities

A day in the life of a Guest Ambassador at Hackensack Meridian Health includes:

• Welcomes all guests to the medical center by proactively greeting them using proper verbal and non-verbal communication and facilitates visitation in accordance with organizational policy.
• Remains visible and positions themself at the information desk with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
• Directs conference participants to accurate conference areas and/or investigates location of meeting for guests requesting assistance.
• Escorts or arranges for escort of maternity, cancer patients, and other patients requiring a wheelchair to their location as necessary.
• Where applicable, makes confirmation calls for patients, completes sign-in into Epic upon arrival, and announces patients to registration.
• Answers telephone and facilitates calls in accordance with organizational and departmental standards.
• Enforces Access Control function by advising guests of the visiting and access policies, alerting security to any violations that cannot be readily addressed using de-escalation and/or service recovery techniques, assisting security as necessary with visitor situations in the lobby areas, including evacuation of lobby if required. Completes event reports as needed.
• Explains parking options and any associated fees or discount programs (i.e., extended stay or repeat visits).
• Handles routine inquiries/issues, and directs patient complaints to appropriate individuals.
• Routinely conducts environmental observations (i.e., cleanliness, noise) and follows up to address issues in area(s) of coverage, such as lobby, public restrooms, wheelchairs etc.
• Maintains accurate monetary exchange for sale of newspapers and coordinates delivery of mail, flowers, gifts etc.
• Adheres to all HMH, hospital and departmental policies and procedures
• Identifies and reports trends to their Experience leader.
• Serves as a resource to visitors waiting in area(s) of coverage.
• Ensure high department morale and smooth transition of work by maintaining a good working relationship with colleagues and volunteers, and completing all change of shift requirements.
• May be required to stand for all or part of shift and physically assist patients and visitors.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required :

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• 1-2 years working experience
• Ability to work independently and manage multiple tasks in a fast-paced, visible environment while maintaining a professional and confident demeanor in stressful situations.
• Highly resourceful, efficient, and organized with excellent interpersonal, verbal communication, problem-solving, and service recovery skills.
• Computer skills.

Education, Knowledge, Skills and Abilities Preferred :

• Associates and/or Bachelor's degree.
• 1-2 years experience in front desk/reception or hospitality experience
• Patient Advocacy Certification.
• Bilingual.