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Guest Ambassador, Patient Experience Representative

2 months ago

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

We are seeking a highly skilled and customer-focused Guest Ambassador to join our team at Hackensack Meridian Health. As a Guest Ambassador, you will serve as a liaison between patients, visitors, and our organization, providing exceptional service and support to ensure a positive experience for all.

Key Responsibilities
  • Welcome guests to the medical center, providing a warm and welcoming experience through proactive greeting and communication.
  • Facilitate visitation in accordance with organizational policy, ensuring a smooth and efficient experience for patients and visitors.
  • Remain visible and positioned at the information desk, maintaining a professional and confident demeanor in a fast-paced environment.
  • Direct conference participants to accurate conference areas and investigate location of meetings for guests requesting assistance.
  • Escort or arrange for escort of 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 and facilitate calls in accordance with organizational and departmental standards.
  • Enforce Access Control function by advising guests of visiting and access policies, alerting security to any violations, and assisting with visitor situations in the lobby areas.
  • Explain parking options and associated fees or discount programs.
  • Handle routine inquiries and direct patient complaints to appropriate individuals.
  • Conduct environmental observations and follow up to address issues in area(s) of coverage.
  • Maintain accurate monetary exchange for sale of newspapers and coordinate delivery of mail, flowers, and gifts.
  • Adhere to all HMH, hospital, and departmental policies and procedures.
  • Identify and report trends to the 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.
Requirements
  • High School diploma, general equivalency diploma (GED), or GED equivalent programs.
  • 1-2 years working experience.
  • Ability to work independently and manage multiple tasks in a fast-paced environment.
  • 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.