Guest Ambassador - Per Diem

Hackensack Meridian Health•Brick, NJ

10d•$19

About The Position

The Guest Ambassador serves as a liaison between patients and visitors and the organization. The role welcomes guests, provides visitor passes and directions, communicates hospital policies, procedures, and services, and safeguards patient visitation rights. Guest Ambassadors support a professional, helpful visitor experience, coordinate with colleagues and volunteers, and address routine questions and concerns while following organizational policies and standards of behavior.

Requirements

High school diploma, GED, and/or GED-equivalent program.
1–2 years of 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.
Resourcefulness, efficiency, and organization.
Excellent interpersonal, verbal communication, problem-solving, and service-recovery skills.
Computer skills.

Nice To Haves

Associate's and/or bachelor's degree.
1–2 years of front desk/reception or hospitality experience.
Patient Advocacy Certification.
Bilingual.

Responsibilities

Welcome guests and facilitate visitation in accordance with organizational policy, using appropriate verbal and non-verbal communication.
Remain visible at the information desk and maintain a professional appearance consistent with attire standards.
Direct conference participants to conference areas and help guests determine meeting locations.
Escort or arrange escorts for maternity patients, cancer patients, and other patients requiring wheelchairs, as needed.
Where applicable, make patient confirmation calls, sign patients in to Epic upon arrival, and notify registration.
Answer and facilitate telephone calls according to organizational and departmental standards.
Enforce access-control and visitation policies; use de-escalation or service-recovery techniques, alert and assist security as needed, support lobby evacuation when required, and complete event reports as needed.
Explain parking options, fees, and applicable discount programs.
Handle routine inquiries and issues, and direct patient complaints to appropriate individuals.
Conduct environmental observations of covered areas, such as lobbies and public restrooms, and follow up on issues involving cleanliness, noise, wheelchairs, and similar matters.
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.
Serve as a resource to visitors waiting in covered areas.
Maintain positive working relationships with colleagues and volunteers and complete change-of-shift requirements to support department morale and smooth transitions.
Stand for all or part of a shift and physically assist patients and visitors, as required.
Perform other duties and projects as assigned.
Adhere to HMH organizational competencies and standards of behavior.