Info & Guest Services Rep-FT-Day - Hackensack Meridian Health

“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. Here, competitive benefits are just the beginning. It’s also about how we support one another and how we show up for our community. Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.” 

Come join our Amazing team here at Hackensack Meridian Health! We offer EXCELLENT benefits, Scheduling Flexibility, Tuition Reimbursement, Employee Discounts and much more!!!!

The Information & Guest Services Representative is responsible for welcoming guests, responding to requests for visitor passes, providing directions to Medical Center services, answering questions about Medical Center services and policies and maintaining the professional image/environment of lobby areas.

• Ability to speak, read and write basic English enabling effective communication with all guests, management and staff.
• Must have a friendly, courteous and helpful personality, enabling the representative to handle stressful situations and guest relations pleasantly and effectively.
• Must possess strong organizational skills and be detail-oriented in order to facilitate information, multiple tasks and accurate completion of all required procedures.
• Welcomes all guests to the Medical Center by proactively greeting them in a courteous fashion utilizing proper non-verbal communication such as eye contact and appropriate facial expression. 
• Responds to requests for directions in an accurate and precise manner providing a way of finding the appropriate locations.
• Distributes appropriate visitor passes to guests in accordance with the established visitor policy of the patient care area involved. 
• Files returned passes in the appropriate place during working hours.
• Confirms accurate location of the patient, number of passes available and checks nursing message log for any special privileges and/or restrictions.
• Provide new vendors with cards as well directing other vendors to kiosks.
• Directs conference participants to accurate conference areas and/or investigates location of meeting for guests requesting assistance.
• Answers telephone within 3 rings using established greeting in a courteous and professional manner and provides proper assistance, takes accurate phone messages and/or refers to the caller by transferring the person as indicated.
• Enforce Access Control function by advising guests of the visiting and access policies, alerting Security to any violations, assisting Security in evacuating lobby areas if necessary.
• Intervenes to resolve operational challenges as well as problem solve and resolve guest complaints and/or concerns by utilizing positive problem solving approaches. Refers guests with consumer complaints to the Office of Patient Experience and/or the Administrative Head Nurse as appropriate.
• Initiates regular contact with Environmental Services and Plant Operations to communicate service requests necessary to maintain the lobby, immediate external entrance of lobbies, public bathrooms, wheelchairs, etc. in appropriate condition, i.e., lamp lights lit, no debris on floor, dying plants replaced, windows clean, floor and carpets clean, cigarette debris removed, etc. 
• Explains parking fee structure and provides information about discount programs available to guests experiencing an extended stay and/or repeat visits to the Medical Center.
• Demonstrates knowledge and maintains close working relationships with all departments within the Medical Center in order to provide the best possible service to our guests.
• Attends required in-services. Attends staff meetings and/or reviews staff meeting minutes. Assumes responsibility for keeping up with intra-hospital communication by reviewing all information and documents on the communications bulletin board.
• Completes all beginning and end of shift procedures to ensure the consistency of service provided by the department and communicates all important information to the following shift to ensure smooth transition.
• Responds to all emergency situations in accordance with proper policies and procedures. 
• Maintains confidentiality of information in accordance with Medical Center policies and procedures
• Remains visible and positions themselves at the information desk with a personal appearance that conveys confidence and professionalism while adhering to the department attire standards. 
• Maintains good working relationship with all volunteers assigned to Information and Guest Services.
• Maintains a personal appearance that conveys confidence and professionalism while adhering to the department attire standards.
• Completes incident report for any event not consistent with the routine operations of the facility (event may include patient, visitor or volunteer). 
• Maintains a clean and organized Information Desk at all times. 
• Performs other duties as assigned. 
• Stands throughout shifts and physically assists patients.
• Adheres to the standards identified in the Medical Center's Organizational Competencies and Standards of Behavior.

Education, Knowledge, Skills and Abilities Required:

• High School diploma, general equivalency diploma (GED), and/or GED equivalent programs.
• One to two years relevant working experience.
• 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: 

• One to two years experience in front desk/reception position or hospitality experience.
• Bi-lingual - English and Spanish speaker.