Guest Ambassador - Part Time

Hackensack Meridian Health; Stafford Township (NJ); On-site; USD 21,000 - 30,000; Full time

Job summary

Hackensack Meridian Health is seeking a Guest Ambassador to welcome guests, issue passes, provide directions, and communicate hospital policies. The role supports visitors, answers inquiries, and coordinates with security and clinical staff to ensure a safe, welcoming environment.

You will manage registration tasks, assist with wheelchair arrangements, and handle routine communications at the information desk.

Qualifications

• HS diploma or GED required.
• 1–2 years working experience.
• Ability to work independently and manage multiple tasks in a fast-paced, visible environment.
• Excellent interpersonal, verbal communication, problem-solving, and service recovery skills.
• Computer skills.

Responsibilities

• Welcomes all guests to the medical center by proactively greeting them and facilitates visitation per policy.
• Stands at information desk with a professional appearance.
• Directs conference participants to locations and assists guests.
• Escorts or arranges for wheelchair support for patients as needed.
• Makes confirmation calls for patients, signs in into Epic, and announces patients to registration.
• Answers telephone and facilitates calls per standards.
• Enforces visiting and access policies, assists security with lobby situations, and completes event reports as needed.
• Explains parking options and fees or discounts.
• Handles routine inquiries and directs patient complaints to appropriate individuals.
• Performs environmental observations and reports issues in lobby areas and restrooms.
• Maintains accurate monetary exchange for sale of newspapers and coordinates mail/flowers/gifts delivery.
• Adheres to all policies and standards; reports trends to Experience leader.
• Serves as a resource to visitors waiting in coverage areas.
• Maintains morale and smooth shift transitions; may be required to stand and assist patients.
• Other duties and projects as assigned.

Skills

Verbal communication

Interpersonal skills

Problem solving

Service recovery

Multitasking

Professional demeanor

Education

High School diploma or GED

Job description

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 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.

The hours for this position are as follows:

• Thursday 11:00AM - 7:00PM
• Friday 7:00AM - 3:00PM
• Saturday 1:00PM - 9:00PM

Responsibilities

A day in the life of a Guest Ambassador with Hackensack Meridian Health includes:

• 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 themself 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 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.
• 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. 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.
• Routinely conducts environmental observations (i.e., 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.
• 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.
• Other duties and/or projects as assigned.
• Adheres to HMH Organizational competencies and standards of behavior.

Qualifications

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• 1-2 years 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.

Education, Knowledge, Skills and Abilities Preferred:

• Associates and/or Bachelor's degree.
• 1-2 years experience in front desk/reception or hospitality experience
• Patient Advocacy Certification.
• Bilingual.

Starting Minimum Rate

Minimum rate of $18.65 Hourly

Job Posting Disclosure

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. 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.