Experience Ambassador - Full Time

About the role

The Experience Ambassador plays a crucial role in enhancing the patient experience at Hackensack Meridian Health. They act as a liaison between patients/visitors and physicians and team members, capturing feedback and addressing complaints.

Responsibilities

• 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.
• Welcome guests, provides visitor passes, and communicates hospital policies, procedures, and services.
• Remains visible and positions themselves at the information desk with a personal appearance that conveys confidence and professionalism.
• Directs conference participants to accurate conference areas and investigates location of meetings for guests requesting assistance.
• Escorts or arranges for escorts for maternity, cancer patients, and other patients requiring a wheelchair to their location as necessary.
• 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.
• 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.
• Serves as a resource to visitors waiting in patient care areas.
• 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.
• May perform all functions of the Experience Service Coordinator.
• Performs 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.

Qualifications

• 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.