Wellness Center Ambassador

About the role

The Wellness Center Ambassador serves as a welcoming host for the patients that visit the Health and Wellness Center. This position welcomes guests and greets them upon arrival, supports wayfinding as needed, provides clerical support to ensure a positive and tailored experience, checks in the patient or, when required, helps with a quick registration or scheduling. The Wellness Center Ambassador ensures the patient/visitor has a positive and cohesive experience throughout their visit. This position requires a flexible schedule to accommodate early morning 6:30 am or evening until 8:00 pm hours - and Saturdays in the future.

Responsibilities

• Welcomes all guests to the Health and Wellness Center by proactively greeting them using proper verbal and non-verbal communication and facilitates the patient's visit through various points of their journey.
• Remains visible and positions themself at the point of entry with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
• Greets patients and visitors in a prompt, courteous and helpful manner. Maintains a smile, making direct eye-contact and making the patient and visitor feel welcomed.
• When required, obtains and verifies demographic information.
• Directs patients to accurate locations or investigates the guest's needs to help facilitate if registration, check in or scheduling is required.
• Escorts or arranges for escort for patients requiring a wheelchair to their location as necessary.
• Where applicable, makes confirmation calls for patients, completes check in upon arrival, and announces the patient's arrival to registration or appropriate department or next step.
• 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 if needed and addresses concerns.
• 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.
• Adheres to all HMH, hospital and departmental policies and procedures.
• Serves as a resource to visitors waiting in area(s) of coverage.
• 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.
• Establishes a relationship with the patient to assure all matters are communicated and handled efficiently between the medical team, the point of service personnel, or supervisors.
• Serves as a patient contact for clerical matters regarding patient care.
• Provides secretarial support as assigned.
• Schedules tests or appointments as needed or supports the patient with digital self-service.
• Use digital solutions as needed to guide the patient or support with check in, registration, or scheduling.
• Providing support for receiving, mail, supplies, and restocking for all areas of Wellness Center.
• Adheres to HMH Organizational competencies and standards of behavior.
• Other duties and/or projects as assigned.

Qualifications

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• Minimum of one year of 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.
• Past experience with Matrix reporting environment.

Preferred qualifications

• Associate's and/or Bachelor's degree.
• Minimum of one year of experience in front desk/reception or hospitality experience.
• Patient Advocacy Certification.
• Bilingual.

Pay

Minimum rate of $18.65 Hourly.