LEAD RECEPTION AMBASSADOR

COOPER PEDIATRICS; Camden (NJ); On-site; USD 38,000 - 47,000; Full time

Job summary

Cooper University Health Care is seeking a Lead Reception Ambassador to guide the Welcome Desk team and ensure a positive experience for all visitors. This role supports new employees, monitors supplies, and helps implement updated check-in software.

The position emphasizes greeting visitors, directing flow in the lobby, and maintaining a courteous, concierge-style service while upholding visitation guidelines and safety policies.

Qualifications

• 3-5 years' experience required.
• High School Diploma
• Associate's Degree preferred

Responsibilities

• Greet visitors, smile, and make patients and families feel welcome while providing information and guidance per AIDET practices.
• Maintain the flow of visitor check-in and direct guests to appropriate areas (check-in/out, elevators, parking, cafe, gift shop).
• Provide clerical support and triage/ escalate questions to appropriate staff.
• Provide escort for patients and visitors as needed and coordinate with Patient Transport for escorts.

Education

High School Diploma

Associate's Degree Preferred

Job description

About us

About Cooper University Health Care

Cooper University Health Care is a leading academic health system affiliated with Cooper Medical School of Rowan University. Cooper, headquartered in Camden, New Jersey, has revenues of more than $3 billion and an A+ credit rating from both S&P and Fitch Ratings.

Cooper has nearly 14,000 team members, including more than 2,200 nurses, more than 1,200 employed physicians representing 95 specialties and subspecialties, and more than 700 advanced practice providers.

Cooper operates MD Anderson Cancer Center at Cooper as well as three hospitals – its 663-bed flagship Cooper University Hospital in Camden, its 229-bed Cooper University Hospital Cape Regional in Cape May Court House, and Children’s Regional Hospital in Camden.

Cooper University Hospital in Camden is the only Level 1 trauma center in South Jersey and the busiest in the region. The hospital has been recognized as a top-performing regional hospital by U.S. News & World Report’s Best Hospitals annual survey for six years.

More than 2.54 million patients visit Cooper’s facilities annually. Cooper’s ambulatory network encompasses three outpatient surgery centers, seven urgent care centers, a wound care center, and more than 130 physician, physical therapy, and radiology offices extending from the Delaware River to the New Jersey shore.

Cooper was named one of America’s Best Large Employers for 2026 by Forbes, ranking among the top 200 in the nation.

Visit CooperHealth.org to learn more.

Short Description

The Lead Reception Ambassador is to provide support and direction to the Reception Ambassadors as outlined below and ensures a positive experience for all visitors.

Responsibilities are in addition to the role of the Reception Ambassador, list below.

Acts in lead position, providing support to other team members of the Welcome Desk. Provides initial response to visitors who may have concerns about visitation experience.

Trains new employees in their role as Reception Ambassadors, SAC Receptionists, Special Tests areas, and the Emergency Department.Supports building the Welcome Desk team schedule

Monitors inventory and makes recommendations on ordering of Welcome Desk supplies.

Supports integration projects of updated software to strengthen the check-in process. Monitors the success/challenges of the program and supports staff training.

Provides Supervisor with recognition and coaching opportunities for the Welcome Desk, Special Tests, SAC, and ED team members.

Maintains the flow of visitor check-in process to minimize unnecessary lines and waits.

Acts as a role model to Reception Ambassadors in workflow, attitude, and customer service.

The Reception Ambassador Responsibilities:

Greet, smile, and make the patient/family and visitor feel welcome, listen to customer’s requests, and offer assistance/guidance within the hospital. Maintain AIDET practices.

Maintain Visitation Guidelines: Provide appropriate visitor passes to ensure safe visiting practices for visitors, patients and staff adhering to visitation policy, visitor hours, and restrictions.

Will coordinate with department leadership and Patient relations for exceptions and accommodations. Direct visitor flow in lobby to appropriate check in/check out areas, elevators, parking garage, coffee shops, gift shop and patient care areas.

Receipt of Patient Questions: The Reception Ambassador is responsible for answering telephone calls an/or initial questions that patients/visitors/guests may have respectfully and proficiently. Responsible for triaging and escalating any question or issue that requires further assistance to resolve.

Reception Area Navigator: Provides escort for patients (wheelchair assist/walking assist) to department and/or coordinate escort services with Patient Transport when necessary. Distributes map and information for amenities, visiting hours and parking. Assist with all deliveries to the Welcome Desk. Assists with patient belongings if necessary upon the direction of the Supervisor of Hospital Reception. Offers clear directions, call taxi cabs, print info from Internet as requested, such as bus schedules, health system programs, etc. promoting a concierge type service.

Works to maintain a healing presence in our Hospital Reception/lobby areas. Direct visitor flow in lobby to appropriate check in/check out areas, elevators, parking garage, coffee shops, gift shop and patient care areas. Performs frequent rounding on lobby area to ensure a clean, safe and inviting environment. Contacts hospital facilities, environmental services, and maintenance as necessary. Performs frequent rounding on guests in the lobby to communicate with visitors answering questions and providing directions. Round into lobby area restrooms to ensure cleanliness and supplies. Contact EVS as appropriate.

Provide clerical support, including correspondence, taking messages copying and faxing as assigned.

Experience Required

• 3-5 years' experience required.

Education Requirements

• High School Diploma
• Associate's Degree Preferred