Welcome Ambassador - Per Diem - Evening

Hackensack Meridian Health • Red Bank, NJ

101d • $22

About The Position

The Welcome Ambassador is responsible for providing a warm and friendly welcome. The ideal candidate will have a passion for guest service and ensure that guests and patients are kept updated of wait times (if necessary). In this highly visible role, you will be responsible for checking ECC patients in, registering them in, and keeping their nerves at ease as they wait to be seen by a nurse or physician. This is the ideal position for someone who enjoys guest interaction, resolving problems, and working in a fast paced environment. Additional responsibilities of the Welcome Ambassador includes answering hospital-wide phones using proper etiquette, directing calls to the caller's requested destination, and assisting in other customer related tasks as needed.

Requirements

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Ability to provide exceptional customer service to patients and guests.
• Able to communicate clearly over telephone and in person.
• Excellent written and verbal communication skills.
• Proficient computer skills that include but are not limited to Microsoft Office and/or Google Suite platforms.

Nice To Haves

• Prior hospitality experience in a hospital / healthcare setting.
• Associate's Degree.

Responsibilities

• Provides information and support to patients/families/visitors.
• Greets patients and their family members upon entrance to the emergency department.
• Instructs/assists patients to sign-in triage book.
• Directs patients/families to registration, Fastrac, etc. as directed by ED staff.
• Answers questions regarding ED procedures.
• Monitors flow in the ED waiting room and ED entrances.
• Maintains open dialogue with all ED staff.
• Circulates through the entire Emergency department.
• Communicates with 90% of patients and families, explaining waiting times, admission process, procedures, etc.
• Functions as liaison between families and emergency department staff.
• Provides exceptional customer service to patients and guests.
• Shows sincere empathy and understanding to patient and guest issues.
• Takes appropriate steps to address and resolve guest issues.
• Monitors targets as identified on Ambassador Dashboard.
• Improves patient throughput, patient satisfaction, turn around times, and decreases LWOT to hit determined benchmarks.
• Accurately collects, records and reports complete information using interview techniques and critical thinking skills.
• Provides a premiere service, treating each patient as a VIP.
• Improves guest's perception of the hospital by anticipating fulfillment of each guest's needs.
• Interprets and explains to patients and their families the philosophy, policies and procedures of the hospital.
• Provides education to patients regarding their rights and responsibilities.
• Maintains required records, reports, statistics, etc.
• Prepares monthly reports and statistics tracking progress of the Welcome Ambassador program.
• Adheres to HMH Organizational competencies and standards of behavior.

Benefits

• Health insurance
• Dental insurance
• Vision insurance
• Paid leave
• Tuition reimbursement
• Retirement benefits

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees