Guest Ambassador

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

The Guest Ambassador serves as a liaison between patients/visitors and the organization. This position welcomes guests, provides visitor passes and communicates directions, hospital policies, procedures, and services and safeguards patient visitation rights.

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

Welcomes all guests to the medical center by proactively greeting them using proper verbal and non-verbal communication and facilitates visitation in accordance with organizational policy.
• Remains visible and positions themself at the information desk with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
• Directs conference participants to accurate conference areas 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.
• Where applicable, makes confirmation calls for patients, completes sign-in into Epic upon arrival, and announces patients to registration.
• 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 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.
• 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.
• 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 their Experience leader.
• Serves 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.
• Adheres to HMH Organizational competencies and standards of behavior.

Education, Knowledge, Skills and Abilities Required:

• 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.

Education, Knowledge, Skills and Abilities Preferred:

• Associates and/or Bachelor's degree.
• 1-2 years 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!