Guest Ambassador - Physician Practice
- Welcomes all guests to the medical center by proactively greeting them using proper verbal and non-verbal communication and facilitates visitation in accordance with organizational policy.
- Remains visible and positions themself at the information desk with a personal appearance that conveys confidence and professionalism while adhering to attire standards.
- Directs conference participants to accurate conference areas and/or investigates location of meeting for guests requesting assistance.
- Escorts or arranges for escort of maternity, cancer patients, and other patients requiring a wheelchair to their location as necessary.
- Where applicable, makes confirmation calls for patients, completes sign-in into Epic upon arrival, and announces patients to registration.
- 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 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.
- 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.
- 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 their Experience leader.
- Serves as a resource to visitors waiting in area(s) of coverage.
- Ensure 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.
- Other duties and/or projects as assigned. 18. Adheres to HMH Organizational competencies and standards of behavior.
- High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
- 1-2 years 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.
- Associates and/or Bachelor's degree.
- 1-2 years experience in front desk/reception or hospitality experience
- Patient Advocacy Certification.
- Bilingual.
- Labor Market Data: Compensation is benchmarked against market data to ensure competitiveness.
- Experience: Years of relevant work experience.
- Education and Certifications: Level of education attained, including specialized certifications, credentials, completed apprenticeship programs or advanced training.
- Skills: Demonstrated proficiency in relevant skills and competencies.
- Geographic Location: Cost of living and market rates for the specific location.
- Internal Equity: Compensation is determined in a manner consistent with compensation ranges for similar roles within the organization.
- Budget and Grant Funding: Departmental budgets and any grant funding associated with the job position may impact the pay that can be offered.
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