Information & Guest Services Ambassador

23 hours ago

Hackensack New Jersey, United States Hackensack Meridian Health Full time
About the Role

We are seeking a highly skilled and customer-focused individual to join our team as an Information & Guest Services Representative at Hackensack Meridian Health.

Key Responsibilities
  • Welcome and greet guests in a courteous and professional manner, utilizing proper non-verbal communication.
  • Respond to requests for directions and provide wayfinding maps to assist guests in navigating the Medical Center.
  • Distribute visitor passes and file returned passes in accordance with established policies.
  • Confirm accurate location of patients, number of passes available, and check nursing message logs for special privileges and restrictions.
  • Provide new vendors with Veri-rep cards and direct other vendors to Veri-rep kiosks.
  • Direct conference participants to accurate conference areas and investigate locations of meetings for guests requesting assistance.
  • Answer telephones within 3 rings using an established greeting and provide proper assistance, take accurate phone messages, and/or refer callers by transferring them as indicated.
  • Enforce Access Control functions by advising guests of visiting and access policies, alerting Security to any violations, assisting Security with Code 76 at Guest Services lobbies, and evacuating lobby areas if necessary.
  • Intervene to resolve operational challenges and problem-solve and resolve guest complaints and/or concerns using positive problem-solving approaches.
  • Maintain accurate monetary exchange for the sale of newspapers.
  • Coordinate delivery of mail, flowers, gifts, etc.
  • Escort Maternity/Cancer Center patients via wheelchair to assigned areas.
  • Sign-in patients into Epic in the Cancer Center.
  • Announce Cancer Center patients to registration.
  • Make confirmation phone calls for Cancer Center patients.
  • Initiate regular contact with Environmental Services and Plant Operations to communicate service requests necessary to maintain lobby areas, public bathrooms, wheelchairs, etc.
  • Explain parking fee structures and provide information about discount programs available to guests experiencing extended stays and/or repeat visits to the Medical Center.
  • Demonstrate knowledge and maintain close working relationships with all departments within the Medical Center to provide the best possible service to our guests.
  • Attend required in-services, staff meetings, and/or review staff meeting minutes.
  • Assume responsibility for keeping up with intra-hospital communication by reviewing all information and documents on the communications bulletin board.
  • Utilize positive problem-solving approaches to resolve problems and maintain departmental morale.
  • Complete all beginning and end-of-shift procedures to ensure consistency of service provided by the department and communicate all important information to the following shift to ensure smooth transition.
  • Respond to all emergency situations in accordance with proper policies and procedures.
  • Maintain confidentiality of information in accordance with Medical Center policies and procedures.
  • Remain visible and position themselves at the information desk with a personal appearance that conveys confidence and professionalism while adhering to department attire standards.
  • Maintain good working relationships with all volunteers assigned to Information and Guest Services.
  • Maintain a personal appearance that conveys confidence and professionalism while adhering to department attire standards.
  • Complete incident reports for any events not consistent with routine operations of the facility.
  • Maintain a clean and organized Information Desk at all times.
  • Perform other duties as assigned by Supervisors and/or Operations Manager.
  • Stand throughout shift and physically assist patients.
  • Adhere to the standards identified in the Medical Center's Organizational Competencies and Standards of Behavior.
Requirements
  • High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
  • Typing ability required.
  • One to two years working experience required.
  • Computer training preferred.
  • One to two years experience in front desk/reception position or hospitality experience preferred.
  • Bi-lingual preferred. Spanish preferred.

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