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Information & Guest Services Rep Job ID 2022-115409 Department Guest Services Site Hackensack University Med Cntr Job Location US-NJ-Hackensack Position Type Part-time with Benefits Standard Hours Per Week 20 Shift Evening Shift Hours Flexible Weekend Work Every Other Weekend On Call Work No On-Call Required Holiday Work Every Other Holiday Overview How have you impacted someone's life today? At Hackensack Meridian Health our healthcare teams are focused on changing the lives of our patients by providing the highest level of care each and every day. From our hospitals, rehab centers and occupational health teams to our long-term care centers and at-home care capabilities, our complete spectrum of services will allow you to apply your skills in multiple settings while building your career all within New Jersey's premier healthcare system. Our Office of Patient Experience is looking for passionate Information & Guest Services Representatives who are ready to champion patient experience across Hackensack Meridian Health. In this role, you will work as an advocate and liaison between patients and visitors and their care team. Information & Guest Services Representative capture feedback through proactive patient rounding and report trends impacting patient experience. Information & Guest Services Representative utilize resourcefulness, interpersonal and communication skills, and service recovery methods to address patient concerns. This part-time position includes flexible shift availability. As a part-time employee of Hackensack Meridian Health, you will be eligible to participate in our benefits package. Responsibilities As a Information & Guest Services Representative, you will: Welcomes and greets patients and visitors to the medical center, provides visitors guidance on current visitor policies Provide assistance to patients and visitors related to parking and navigating across the hospital; escorting patients directly as needed Makes confirmation calls for patients, completes sign-in into Epic upon arrival, and announces patients to registration. 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. Handles routine inquiries/issues, and directs patient complaints to appropriate individuals. Answers telephone and facilitates calls in accordance with organizational and departmental standards. Qualifications Education, Knowledge, Skills and Abilities Required: High school diploma 1-2 years working experience in healthcare or a customer service function 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. Education, Knowledge, Skills and Abilities Preferred: Associates and/or Bachelor's degree. 1-2 years experience in front desk/reception or hospitality experience Patient Advocacy Certification. Bilingual Need help finding the right job? We can recommend jobs specifically for you! Click here to get started. Meridian Health is committed to the principles of equal employment opportunity and affirmative action and will not discriminate in the recruitment or employment practices on the basis of race, color, creed, national origin, ancestry, marital status, gender, age, religion, sexual orientation, gender identity/expression, disability, veteran status and any other category protected by federal or state law.