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Guest Ambassador, Wellness Center

3 months ago

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

Overview

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 Wellness Center Guest Ambassador serves as a welcoming host for the patients that visit the Health and Wellness Center. This position welcomes guests and greets them upon arrival, supports wayfinding as needed, provides clerical support to ensure a positive and tailored experience, checks in the patient or, when required, helps with a quick registration or scheduling. The Wellness Center Guest Ambassador ensures the patient/visitor has a positive and cohesive experience throughout their visit.

Responsibilities

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

  • Welcomes all guests to the Health and Wellness Center by proactively greeting them using proper verbal and non-verbal communication and facilitates the patient¿s visit through various points of their journey.
  • Remains visible and positions themself at the point of entry with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
  • Greets patients and visitors in a prompt, courteous and helpful manner. Maintains a smile, making direct eye-contact and making the patient and visitor feel welcomed.
  • When required, obtains and verifies demographic information.
  • Directs patients to accurate locations or investigates the guest's needs to help facilitate if registration, check in or scheduling is required.
  • Escorts or arranges for escort for patients requiring a wheelchair to their location as necessary.
  • Where applicable, makes confirmation calls for patients, completes check in upon arrival, and announces the patient's arrival to registration or appropriate department or next step.
  • 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 if needed and addresses concerns.
  • 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.
  • Adheres to all HMH, hospital and departmental policies and procedures.
  • Serves as a resource to visitors waiting in area(s) of coverage.
  • Ensures 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.
  • Establishes a relationship with the patient to assure all matters are communicated and handled efficiently between the medical team, the point of service personnel, or supervisors.
  • Serves as a patient contact for clerical matters regarding patient care.
  • Provides secretarial support as assigned.
  • Schedules tests or appointments as needed or supports the patient with digital self-service.
  • Use digital solutions as needed to guide the patient or support with check in, registration, or scheduling.
  • Providing support for receiving, mail, supplies, and restocking for all areas of Wellness Center.
  • 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.
  • Minimum of one year of 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.
  • Past experience with Matrix reporting environment

Education, Knowledge, Skills and Abilities Preferred:

  • Associate's and/or Bachelor's degree.
  • Minimum of one year of experience in front desk/reception or hospitality experience
  • Patient Advocacy Certification.
  • Bilingual.

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

Our Network

Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility

As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.