Guest Ambassador
Hackensack Meridian Health, Laurelton, NJ, United States
Description
Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. We support each other and our community while striving to transform healthcare and lead positive change.
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. Flexibility is required, with hours 3:00 pm–8:00 pm, including weekend work and rotating holiday work.
Responsibilities
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 themselves 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 the location of meetings 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, and completing event reports as needed.
Explains parking options and any associated fees or discount programs (e.g., extended stay or repeat visits).
Handles routine inquiries/issues and directs patient complaints to appropriate individuals.
Routinely conducts environmental observations (e.g., 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.
Ensures 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.
Qualifications
High School diploma, GED, or equivalent programs.
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.
Highly resourceful, efficient, and organized with excellent interpersonal, verbal communication, problem‑solving, and service recovery skills.
Computer skills.
Preferred Qualifications
Associate’s or Bachelor’s degree.
1–2 years experience in front desk/reception or hospitality.
Patient Advocacy Certification.
Bilingual.
Compensation and Benefits
Minimum hourly rate $18.36. Compensation is benchmarked against market data, experience, education, certifications, geographic location, internal equity, budget, and grant funding. Eligible for performance‑based incentives, bonuses, commissions, and shift differentials for evening, night, or weekend shifts. Full‑time and part‑time positions offer a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.
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Our team members are the heart of what makes us better. At Hackensack Meridian Health we help our patients live better, healthier lives and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. We support each other and our community while striving to transform healthcare and lead positive change.
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. Flexibility is required, with hours 3:00 pm–8:00 pm, including weekend work and rotating holiday work.
Responsibilities
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 themselves 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 the location of meetings 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, and completing event reports as needed.
Explains parking options and any associated fees or discount programs (e.g., extended stay or repeat visits).
Handles routine inquiries/issues and directs patient complaints to appropriate individuals.
Routinely conducts environmental observations (e.g., 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.
Ensures 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.
Qualifications
High School diploma, GED, or equivalent programs.
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.
Highly resourceful, efficient, and organized with excellent interpersonal, verbal communication, problem‑solving, and service recovery skills.
Computer skills.
Preferred Qualifications
Associate’s or Bachelor’s degree.
1–2 years experience in front desk/reception or hospitality.
Patient Advocacy Certification.
Bilingual.
Compensation and Benefits
Minimum hourly rate $18.36. Compensation is benchmarked against market data, experience, education, certifications, geographic location, internal equity, budget, and grant funding. Eligible for performance‑based incentives, bonuses, commissions, and shift differentials for evening, night, or weekend shifts. Full‑time and part‑time positions offer a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.
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