Information & Guest Services Representative
Company: Hackensack University Medical Center
Location: Hackensack
Posted on: January 27, 2023
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Job Description:
Overview How have you impacted someone's life today? At
Hackensack Meridian Health our 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.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 professional
image/environment of lobby areas. Responsibilities A day in the
life of a Information & Guest Services Representative at Hackensack
Meridian Health includes: 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 finding map to
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 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 Veri-rep cards as well directing other vendors to Veri-rep
kiosks. Directs conference participants to accurate conference area
and/or investigates location of meeting for guest 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 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 with Code
76 at any of the Guest Services lobbies and 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 Consumer Affairs Department and/or the
Administrative Head Nurse as appropriate. Maintains accurate
monetary exchange for sale of newspapers. Coordinates delivery of
mail, flowers, gifts, etc. Escorts Maternity / Cancer Center
patients via wheelchair to the assigned area. Sign-in patients into
Epic in the Cancer Center. Announces Cancer Center patients to
registration. Make confirmation phone calls for Cancer Center
patients. 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. Utilizes positive problem solving approaches to
resolve problems and maintain departmental morale. 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 polices and procedures Remains
visible and positions him/her self 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 by the Supervisors and/or Operations Manager. Stands
throughout shift and physically assists patients. Adheres to the
standards identified in the Medical Center's Organizational
Competencies and Standards of Behavior Qualifications Education,
Knowledge, Skills and Abilities Required: High school diploma or
equivalent required. Typing ability required. One to two years
working experience required. Education, Knowledge, Skills and
Abilities Preferred: Computer training preferred. One to two years
experience in front desk/reception position or hospitality
experience preferred. Bi-lingual preferred. Spanish preferred. If
you feel that the above description speaks directly to your
strengths and capabilities, then please apply today! Our Network
Hackensack Meridian Health (HMH) is a Mandatory COVID-19 and
Influenza Vaccination Facility As a courtesy to assist you in your
job search, we would like to send your resume to other areas of our
Hackensack Meridian Health network who may have current openings
that fit your skills and experience.
Keywords: Hackensack University Medical Center, Hackensack , Information & Guest Services Representative, Other , Hackensack, New Jersey
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