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Experience Ambassador

3 months ago

Hackensack, New Jersey, United States Hackensack Meridian Health Full time

Overview

Our team members are the heart of what makes us better.

At Hackensack MeridianHealth 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 Experience Ambassador serves as a consumer advocate and liaison between patients/visitors and physicians and team members. This position captures feedback through proactive patient rounding and reports trends impacting the patient experience. The Experience Ambassador utilizes his/her resourcefulness, interpersonal and communication skills, and service recovery methods to address consumer complaints. This position welcomes guests, provides visitor passes and communicates directions hospital policies, procedures, and services and safeguards patient rights. The Experience Ambassador provides support to families in crisis and may perform all of the functions of the Experience Service Coordinator.

The hours for this position are Monday-Friday, 11am-7:30pm.

Every other weekend, as well as every other holiday, will be required for this position.

Responsibilities

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

  • Performs all of the functions of the Experience Coordinator including the call center function, notary services for hospital-related documents, education/completion of advance directives, facilitating the administrative referral process, lost property claims, and general office support when needed.
  • Proactively rounds on patients using technology to capture feedback regarding their experience.
  • Serves as a liaison between patients/visitors and physicians and all team members to enhance communication, promote good working relationships, accomplish assigned duties, and improve the delivery of care.
  • Utilizes resourcefulness, interpersonal skills, and service recovery methods to address patient/visitor concerns prior to discharge.
  • Welcomes all guests to the medical center by proactively greeting them using proper verbal and non-verbal communication and provides visitor or vendor passes in accordance with visitation policy.
  • Remains visible and positions himself/herself at the information desk with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
  • Directs conference participants to accurate conference area 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.
  • Makes confirmation calls for cancer center patients, completes sign-in into Epic upon arrival, and announce patients to registration.
  • 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 and follows through with patients/visitors to ensure their satisfaction prior to discharge
  • Communicates hospital policies, procedures and services and seeks creative solutions to meet consumer expectations.
  • Ensures compliance with patient rights such as privacy and dignity and provides comfort measures as indicated.
  • Routinely conducts environmental observations (i.e., cleanliness, noise) and follows up to address issues identified through proactive rounding and/or areas 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 Experience leader and team members.
  • Directs grievances to Experience Advisor for investigation and follow through with the patient or patient's representative.
  • Provides support as needed to families in crisis by addressing their needs, facilitating requests, and calling upon necessary resources.
  • Serves as a resource to visitors waiting in patient care areas.
  • 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.
  • May perform all functions of the Experience Service Coordinator.
  • Perform other duties as assigned by department leadership.
  • Anticipates the needs of the patient population served in relation to their age, culture, language, hearing and/or visual impairment, etc, and provides customer service to meet those needs.
  • Participates in special projects as needed.
  • Adheres to the standards identified in the Medical Center's Organizational Competencies.

Qualifications

Education, Knowledge, Skills and Abilities Required :

  • High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
  • 3-4 years experience in a customer-oriented position.
  • 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.
  • Proficient in Microsoft Outlook and Office.
  • Notary Public in the State of New Jersey within 6 months of hire.

Education, Knowledge, Skills and Abilities Preferred :

  • Associates and/or Bachelor's degree.
  • Patient Advocacy Certification.
  • Bilingual a plus.

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

Job ID

Department Office of Patient Experience

Site Hackensack University Med Cntr

Job Location US-NJ-Hackensack

Position Type Full Time with Benefits

Standard Hours Per Week 40

Shift Day

Shift Hours Day

Weekend Work Every Other Weekend

On Call Work No On-Call Required

Holiday Work Every Other Holiday