Guest Services Specialist - Full Time - Evening

Hackensack Meridian Health•Montgomery, NJ

7d•Onsite

About The Position

The Guest Services Specialist serves as a central communication hub for the hospital, providing a critical link between patients, families, team members, physicians, and external parties. This role requires excellent communication and customer service skills, proficiency with communication technologies, and the ability to handle routine and emergency situations effectively. Responsibilities include answering and routing calls, managing emergency codes and alarms, providing information and assistance, maintaining communication systems and databases, checking patients in, greeting visitors, and collecting data.

Requirements

High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
Customer service experience.
Ability to multitask, prioritize, and work effectively under pressure.
Strong problem-solving and critical thinking skills.
Excellent written and verbal communication skills.
Proficient computer skills that include but are not limited to Google Suite and/or Microsoft Office platforms.

Nice To Haves

Associate's degree.
Prior experience as a switchboard operator, call center representative, or in a healthcare setting.
Knowledge of medical terminology.
Experience with specific communication systems (e.g., NEC PBX, Amtelco, AMCOM/Spok, Infinity/G-3, Everbridge).
Bilingual skills.

Responsibilities

Answers incoming calls promptly and courteously, determining the appropriate destination and routing calls efficiently. This includes handling main hospital lines, emergency lines, physician answering services, and various hotlines.
Responds to and manages emergency codes (e.g., Traumas, Fires, Disasters, Life Safety, Medical Alerts, Facility Alerts, Security Alerts, and alarms according to established procedures, including notifying appropriate personnel and departments, documenting events, and initiating necessary actions as needed.
Monitors and responds to system alarms, reporting equipment malfunctions to the appropriate department.
Provides information regarding patient location, visiting hours, hospital departments and services, on-call schedules, and directory assistance.
Operates and maintains communication systems and computer-based databases. This includes troubleshooting issues, reporting malfunctions, and coordinating with technical staff.
Maintains accurate records and documentation, including call logs, emergency reports, and database updates, and provides timely responses to inquiries.
Responsible for monitoring Zero Eyes hardware and calling emergency alerts as necessary.
Responsible for managing fleet vehicle logs and completing sign-out of vehicles.
Stays informed about hospital events, procedures, and on-call schedules.
Provides excellent customer service, demonstrating empathy, patience, and professionalism in all interactions.
May perform additional duties such as processing administrative requests and coordinating language interpretation services.
Due to the critical nature of this role, consistent presence is required on the assigned coverage area throughout the scheduled shift, unless coverage is arranged and confirmed with a colleague.
Greets visitors, registers their arrival, and provides visitor credentials.
Provides directions to destinations and orientation to the overall facility and grounds layout.
Notifies units of families or significant others who have arrived to pick up discharging patients.
Other duties and/or projects as assigned.
Adheres to HMH Organizational competencies and standards of behavior.