Welcome Ambassador - Per Diem - Day

Hackensack Meridian Health; Morrell Corners (NJ); On-site; USD 26,000 - 37,000; Full time

Job summary

Hackensack Meridian Health welcomes a Welcome Ambassador to provide a warm, friendly greeting to patients and visitors in the Emergency Department, checking in ECC patients, registering them, and helping ease anxiety while they wait to be seen.

The role requires excellent customer service, strong communication skills, and the ability to manage calls and direct people to the right destinations. A high school diploma or GED is required, with hospitality experience preferred.

Qualifications

• High School diploma or GED.
• Ability to provide exceptional customer service.
• Clear communication over the telephone and in person.
• Excellent written and verbal communication skills.
• Proficient with Microsoft Office and Google Suite.

Responsibilities

• Greets patients and visitors, provides information and directs to appropriate areas.
• Directs patients/families to registration, Fastrac, and other services as directed by ED staff.
• Answers hospital-wide phones using proper etiquette and routes calls to destinations.
• Maintains open dialogue with ED staff and monitors waiting areas.
• Provides exceptional customer service and resolves guest issues.
• Maintains required records and participates in reporting as needed.

Skills

Customer service

Excellent communication

Telephone & in-person communication

Microsoft Office / Google Suite

Problem solving

Education

High school diploma or GED

Associate's degree preferred

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 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.

Responsibilities

A day in the life of a Welcome Ambassador at Hackensack Meridian Health includes:

• Information and Support: 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.
• Open Communication: Maintain open communication with patients and their families entering the Emergency department. 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.
• Customer Service: Provides exceptional customer service to patients and guests. Shows sincere empathy and understanding to patient and guest issues. Take appropriate steps to address and resolve guest issues.
• Dashboard: Monitors targets as identified on Ambassador Dashboard. Improves patient throughput, patient satisfaction, turn around times, and decreases LWOT to hit determined benchmarks.
• Quality: Accurately collects, records and reports complete information using interview techniques and critical thinking skills. These can be measured by, for example, but not limited to: QA; Accurate bed lists and assignments; Vault Counts; and Audits
• Creates guest/patient loyalty: 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 - both spoken and unspoken.This service will increase patient satisfaction, increasing loyalty, ultimately increasing the hospital's bottom line.
• Family Education: 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.
• Records: Maintains required records, reports, statistics, etc. Prepares monthly reports and statistics tracking progress of the Welcome Ambassador program.
• 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.
• 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.

Education, Knowledge, Skills and Abilities Preferred:

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

Starting Minimum Rate

Minimum rate of $23.13 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.