Experience Ambassador Per Diem

Hackensack Meridian Health•Red Bank, NJ

6d•Onsite

About The Position

The Experience Ambassador serves as a consumer advocate and liaison between patients and visitors and physicians and team members. The role captures feedback through proactive patient rounding, reports trends that affect the patient experience, and uses resourcefulness, interpersonal and communication skills, and service-recovery methods to address concerns. The Experience Ambassador communicates hospital policies, procedures, and services, safeguards patient rights, supports families in crisis, and performs the functions of the Experience Coordinator. The position also provides front-desk and visitor assistance, supports access-control processes, assists with patient and guest wayfinding, and addresses environmental concerns. The ambassador works with colleagues, volunteers, and hospital departments to support a positive patient and visitor experience. The role may require standing for all or part of a shift and physically assisting patients and visitors; it includes lifting at least 10 pounds, pushing and pulling at least 20 pounds, and standing at least four hours a day.

Requirements

High school diploma, GED, or equivalent program.
3–4 years of experience in a customer-oriented position.
Ability to work independently and manage multiple tasks in a fast-paced, visible environment while maintaining a professional and confident demeanor in stressful situations.
Strong resourcefulness, efficiency, organization, interpersonal skills, verbal communication, problem-solving, and service-recovery skills.
Proficiency in Microsoft Outlook and Office.
Obtain New Jersey Notary Public status within six months of entering the position.
Ability to lift at least 10 pounds, push and pull at least 20 pounds, and stand at least four hours a day.

Nice To Haves

Associate's or bachelor's degree.
Patient Advocacy Certification.
Bilingual skills.

Responsibilities

Perform Experience Coordinator functions, including call center duties, notary services for hospital-related documents, education and completion of advance directives, administrative referrals, lost-property claims, and general office support.
Proactively round on patients and use technology to capture feedback about their experience.
Serve as a liaison between patients, visitors, physicians, and team members to improve communication, working relationships, and care delivery.
Use resourcefulness, interpersonal skills, and service-recovery methods to address patient and visitor concerns before discharge.
Welcome guests, greet them using appropriate verbal and non-verbal communication, and provide visitor or vendor passes according to visitation policy.
Remain visible at the information desk, maintain a professional appearance, and adhere to attire standards.
Direct conference participants to conference areas and investigate meeting locations for guests who need assistance.
Escort, or arrange escorts for, maternity patients, cancer patients, and other patients requiring wheelchairs.
Make confirmation calls for cancer center patients, sign them in to Epic upon arrival, and notify registration.
Enforce access-control policies, alert security to violations that cannot be addressed through de-escalation or service recovery, assist security with visitor situations in lobby areas, and help evacuate the lobby if required.
Complete event reports as needed.
Explain parking options, fees, and discount programs.
Handle routine inquiries and issues, direct patient complaints to appropriate individuals, and follow up with patients and visitors to ensure satisfaction before discharge.
Communicate hospital policies, procedures, and services and seek creative ways to meet consumer expectations.
Protect patient privacy and dignity and provide comfort measures as indicated.
Conduct routine environmental observations, including cleanliness and noise checks, and follow up on issues identified during rounding or in assigned areas.
Maintain accurate monetary exchanges for newspaper sales and coordinate delivery of mail, flowers, gifts, and other items.
Follow HMH, hospital, and departmental policies and procedures.
Identify and report trends to the Experience leader and team members.
Refer grievances to the Experience Advisor for investigation and follow-up with the patient or representative.
Support families in crisis by addressing needs, facilitating requests, and contacting necessary resources.
Assist visitors waiting in patient-care areas.
Maintain good working relationships with colleagues and volunteers, support department morale, and complete change-of-shift requirements.
Anticipate patient needs related to age, culture, language, hearing or visual impairment, and other factors, and provide appropriate customer service.
Participate in special projects and adhere to the Medical Center's Organizational Competencies.
Perform other duties as assigned by department leadership.