Experience Ambassador - Full Time

John Theurer Cancer Center at Hackensack University Medical Center; Brick Township (NJ); On-site; USD 33,000 - 48,000; Full time

Job summary

Hackensack Meridian Health is seeking an Experience Ambassador to advocate for patients and visitors, capturing feedback, coordinating with physicians and staff, and supporting families in crisis. The role includes rounds, patient communications, and service recovery to ensure high-quality patient experience.

The position requires a strong customer-service mindset, effective communication, and the ability to manage multiple tasks in a fast-paced hospital environment.

Qualifications

• High School diploma, GED, and/or GED equivalent programs.
• 3-4 years 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
• Highly resourceful, efficient, and organized with excellent interpersonal, verbal communication, problem-solving, and service recovery skills.

Responsibilities

• Performs all functions of the Experience Coordinator including call center, notary services for hospital documents, education of advance directives, facilitating referrals, lost property claims, and general office support.
• Proactively rounds on patients using technology to capture feedback about their experience.
• Acts as liaison between patients/visitors and physicians and team members to enhance communication and improve delivery of care.
• Welcomes guests to the medical center and provides passes in accordance with visitation policy.
• Maintains visibility at information desk and assists with direction of conference participants and escorts as needed.
• Directs grievances to Experience Advisor for investigation and follow through with patient or their representative.

Skills

Customer service

Communication skills

Multitasking

Problem-solving

Service recovery

Education

High School diploma / GED

Tools

Microsoft Outlook

Microsoft Office

Job description

Overview

Our team members are the heart of what makes us better.

Overview

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. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Experience Ambassador serves as a consumer advocate and liaison between patients/visitors and physicians and team members. This position captures feedback through proactive patient rounding and reports trends impacting the patient experience. The Experience Ambassador utilizes his/her resourcefulness, interpersonal and communication skills, and service recovery methods to address consumer complaints. This position communicates hospital policies, procedures, and services and safeguards patient rights. The Experience Ambassador provides support to families in crisis and performs all of the functions of the Experience Coordinator.

The hours for this position are 10:00am - 6:30pm

Responsibilities

• Performs all of the functions of the Experience Coordinator including the call center function, notary services for hospital-related documents, education/completion of advance directives, facilitating the administrative referral process, lost property claims, and general office support when needed.
• Proactively rounds on patients using technology to capture feedback regarding their experience.
• Serves as a liaison between patients/visitors and physicians and all team members to enhance communication, promote good working relationships, accomplish assigned duties, and improve the delivery of care.
• Utilizes resourcefulness, interpersonal skills, and service recovery methods to address patient/visitor concerns prior to discharge. 5. Welcomes all guests to the medical center by proactively greeting them using proper verbal and non-verbal communication and provides visitor or vendor passes in accordance with visitation policy.
• Remains visible and positions himself/herself at the information desk with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
• Directs conference participants to accurate conference area and/or investigates location of meeting for guests requesting assistance.
• Escorts or arranges for escort of maternity, cancer patients, and other patients requiring a wheelchair to their location as necessary.
• Makes confirmation calls for cancer center patients, completes sign-in into Epic upon arrival, and announce patients to registration.
• 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. Completes event reports as needed.
• Explains parking options and any associated fees or discount programs (i.e., extended stay or repeat visits).
• Handles routine inquiries/issues, and directs patient complaints to appropriate individuals and follows through with patients/visitors to ensure their satisfaction prior to discharge
• Communicates hospital policies, procedures and services and seeks creative solutions to meet consumer expectations.
• Ensures compliance with patient rights such as privacy and dignity and provides comfort measures as indicated.
• Routinely conducts environmental observations (i.e., cleanliness, noise) and follows up to address issues identified through proactive rounding and/or areas 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 Experience leader and team members.
• Directs grievances to Experience Advisor for investigation and follow through with the patient or patient's representative.
• Provides support as needed to families in crisis by addressing their needs, facilitating requests, and calling upon necessary resources.
• Serves as a resource to visitors waiting in patient care areas.
• Ensure 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.
• May perform all functions of the Experience Service Coordinator.
• Perform other duties as assigned by department leadership.
• Anticipates the needs of the patient population served in relation to their age, culture, language, hearing and/or visual impairment, etc, and provides customer service to meet those needs.
• Participates in special projects as needed.
• Adheres to the standards identified in the Medical Center's Organizational Competencies
• Lifts a minimum of 10 lbs., pushes and pulls a minimum of 20 lbs. and stands a minimum of 4 hours a day.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• 3-4 years 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
• Highly resourceful, efficient, and organized with excellent interpersonal, verbal communication, problem-solving, and service recovery skills. Proficient in Microsoft Outlook and Office.

Education, Knowledge, Skills And Abilities Preferred

• Associates and/or Bachelor's degree.
• Patient Advocacy Certification.
• Bilingual a plus.

Licenses And Certifications Required

• NJ Notary Public within 6 months of entering position.

Compensation

Minimum rate of $29.38 Hourly

HMH is committed to pay equity and transparency for our team members. The posted rate of pay in this job posting is a reasonable good faith estimate of the minimum base pay for this role at the time of posting in accordance with the New Jersey Pay Transparency Act and does not reflect the full value of our market-competitive total rewards package.

Job Duties

The starting rate of pay is provided for informational purposes only and is not a guarantee of a specific offer. Posted hourly rates may be stated as an annual salary in the offer and posted annual salaries may be stated as an hourly rate in the offer, depending on the level and nature of the job duties and credentials of the candidate. The base compensation determined at the time of the offer may be different than the posted rate of pay based on a number of non-discriminatory factors, including but not limited to:

• Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
• Experience: Years of relevant work experience.
• Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
• Skills: Demonstrated proficiency in relevant skills and competencies.
• Geographic Location: Cost of living and market rates for the specific location.
• Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
• Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.

Some jobs may also be eligible for performance-based incentives, bonuses, or commissions not reflected in the starting rate. Certain positions may also be eligible for shift differentials for work performed on evening, night, or weekend shifts.

In addition to our compensation for full-time and part-time (20+ hours/week) job positions, HMH offers a comprehensive benefits package, including health, dental, vision, paid leave, tuition reimbursement, and retirement benefits.

HACKENSACK MERIDIAN HEALTH (HMH) IS AN EQUAL OPPORTUNITY EMPLOYER

All qualified applicants will receive consideration for employment without regard to age, race, color, creed, religion, sex, sexual orientation, gender identity or expression, pregnancy, breastfeeding, genetic information, refusal to submit to a genetic test or make available to an employer the results of a genetic test, atypical hereditary cellular or blood trait, national origin, nationality, ancestry, disability, marital status, liability for military service, or status as a protected veteran.

Our Network

Hackensack Meridian Health (HMH) is a Mandatory Influenza Vaccination Facility

As a courtesy to assist you in your job search, we would like to send your resume to other areas of our Hackensack Meridian Health network who may have current openings that fit your skills and experience.