Experience Ambassador, Customer Service​/HelpDesk

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. Competitive benefits are just the beginning, and we also support one another and serve our community. Together, we keep getting better—advancing our mission to transform healthcare and lead positive change.

The Experience Ambassador serves as a consumer advocate and liaison between patients/visitors and physicians and team members. This position captures feedback through proactive patient rounding and reports trends impacting the patient experience. The Experience Ambassador uses resourcefulness, interpersonal and communication skills, and service recovery methods to address consumer complaints. The Ambassador welcomes guests, provides visitor passes and communicates directions, hospital policies, procedures, and services, and safeguards patient rights.

He/she provides support to families in crisis and may perform all functions of the Experience Service Coordinator.

• Performs all of the functions of the Experience Coordinator, including the call center function, notary services for hospital‑related documents, education/completion of advance directives, facilitating the administrative referral process, lost property claims, and general office support when needed.
• 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, and improve care delivery.
• Utilizes resourcefulness, interpersonal skills, and service recovery methods to address patient/visitor concerns prior to discharge.
• Welcomes all guests by greeting them with proper verbal and non‑verbal communication and provides visitor or vendor passes in accordance with visitation policy.
• Remains visible and positions themselves at the information desk with a professional appearance, adhering to attire standards.
• Directs conference participants to accurate conference area or investigates location of meetings for guests requesting assistance.
• Escorts or arranges for escort of maternity, cancer, and other patients requiring a wheelchair to their location as necessary.
• Makes confirmation calls for cancer‑center patients, completes sign‑in into Epic upon arrival, and announces patients to registration.
• Enforces access‑control function by advising guests of visiting and access policies, alerting security to violations that cannot be resolved with de‑escalation or service recovery techniques, and assisting security as needed with visitor situations in the lobby, including evacuation if required. Completes event reports as needed.
• Explains parking options and any associated fees or discount programs (e.g., extended stay or repeat visits).
• Handles routine inquiries and directs patient complaints to appropriate individuals, following through to ensure satisfaction prior to discharge.
• Communicates hospital policies, procedures, and services and seeks creative solutions to meet consumer expectations.
• Ensures compliance with patient rights such as privacy and dignity and provides comfort measures as indicated.
• Routinely conducts environmental observations (e.g., cleanliness, noise) and follows up to address issues identified through proactive rounding or coverage areas such as lobby, public restrooms, wheelchairs, etc.
• 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 the Experience leader and team members.
• Directs grievances to the Experience Advisor for investigation and follow‑through with the patient or their representative.
• Provides support to families in crisis, addressing their needs, facilitating requests, and calling upon necessary resources.
• Serves as a resource to visitors waiting in patient‑care areas.
• Ensures high department…