Welcome Ambassador - Full Time - Night

About the role

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

• 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

Compensation

Minimum rate of $23.13 Hourly

Benefits

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.

Awards

• US News & World Report 2025 - HUMC - #1 Hospital in NJ & #1 in NY Metro Area
• US News & World Report 2025 - Joseph M. Sanzari Children’s Hospital - #1 Children’s Hospital in NJ and #3 Children’s Specialties in the Nation
• US News & World Report 2025 - JSUMC - #5 Hospital in NJ
• US News & World Report 2025 - John Theurer Cancer Center at HUMC - Ranked Nationally
• US News & World Report 2025 - HUMC - Best Hospitals Honor Roll
• Becker’s Hospital Review 2025 - 7 HMH Institutions Named Among Becker’s Top 100
• Newsweek 2025 - Hackensack Meridian Health - America’s Greatest Workplaces for Mental Well-Being 2025
• Newsweek 2025 - Best Hospitals USA - HUMC - #59