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Guest Ambassador Liaison

2 months ago

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

About the Role

We are seeking a highly skilled and customer-focused Guest Ambassador to join our team at Hackensack Meridian Health. As a key member of our hospital's front-line staff, you will play a vital role in ensuring that our patients and visitors receive exceptional service and support.

Key Responsibilities

  • Welcome and greet all guests to the medical center, providing a warm and welcoming atmosphere.
  • Facilitate visitation in accordance with organizational policy, ensuring that patients and visitors have a positive experience.
  • Direct conference participants to accurate conference areas and/or investigate the location of meetings for guests requesting assistance.
  • Escort or arrange for the escort of maternity, cancer patients, and other patients requiring a wheelchair to their location as necessary.
  • Make confirmation calls for patients, complete sign-in into Epic upon arrival, and announce patients to registration.
  • Answer telephone calls and facilitate calls in accordance with organizational and departmental standards.
  • Enforce 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.
  • Explain parking options and any associated fees or discount programs.
  • Handle routine inquiries/issues, and direct patient complaints to appropriate individuals.
  • Routinely conduct environmental observations (i.e., cleanliness, noise) and follow up to address issues in area(s) of coverage, such as lobby, public restrooms, wheelchairs, etc.
  • Maintain accurate monetary exchange for sale of newspapers and coordinate delivery of mail, flowers, gifts, etc.
  • Adhere to all HMH, hospital, and departmental policies and procedures.
  • Identify and report trends to their Experience leader.
  • Serve 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.
  • Adhere to HMH Organizational competencies and standards of behavior.

Requirements

  • 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.

Preferred Qualifications

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