What are the responsibilities and job description for the LEAD RECEPTION AMBASSADOR position at Cooper Norcross Health?
At Cooper University Health Care, our commitment to providing extraordinary health care begins with our team. Our extraordinary professionals are continuously discovering clinical innovations and enhanced access to the most up-to-date facilities, equipment, technologies and research protocols. We have a commitment to our employees to provide competitive rates and compensation programs. Cooper offers full and part-time employees a comprehensive benefits program, including health, dental, vision, life, disability, and retirement. We also provide attractive working conditions and opportunities for career growth through professional development.
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Short Description
The Lead Reception Ambassador is to provide support and direction to the Reception Ambassadors as outlined below and ensures a positive experience for all visitors.
Responsibilities are in addition to the role of the Reception Ambassador, list below.
Acts in lead position, providing support to other team members of the Welcome Desk. Provides initial response to visitors who may have concerns about visitation experience.
Trains new employees in their role as Reception Ambassadors, SAC Receptionists, Special Tests areas, and the Emergency Department. Supports building the Welcome Desk team schedule
Monitors inventory and makes recommendations on ordering of Welcome Desk supplies.
Supports integration projects of updated software to strengthen the check-in process. Monitors the success/challenges of the program and supports staff training.
Provides Supervisor with recognition and coaching opportunities for the Welcome Desk, Special Tests, SAC, and ED team members.
Maintains the flow of visitor check-in process to minimize unnecessary lines and waits.
Acts as a role model to Reception Ambassadors in workflow, attitude, and customer service.
The Reception Ambassador Responsibilities:
Greet, smile, and make the patient/family and visitor feel welcome, listen to customer’s requests, and offer assistance/guidance within the hospital. Maintain AIDET practices.
Maintain Visitation Guidelines: Provide appropriate visitor passes to ensure safe visiting practices for visitors, patients and staff adhering to visitation policy, visitor hours, and restrictions.
Will coordinate with department leadership and Patient relations for exceptions and accommodations. Direct visitor flow in lobby to appropriate check in/check out areas, elevators, parking garage, coffee shops, gift shop and patient care areas.
Receipt of Patient Questions: The Reception Ambassador is responsible for answering telephone calls an/or initial questions that patients/visitors/guests may have respectfully and proficiently. Responsible for triaging and escalating any question or issue that requires further assistance to resolve.
Reception Area Navigator: Provides escort for patients (wheelchair assist/walking assist) to department and/or coordinate escort services with Patient Transport when necessary. Distributes map and information for amenities, visiting hours and parking. Assist with all deliveries to the Welcome Desk. Assists with patient belongings if necessary upon the direction of the Supervisor of Hospital Reception. Offers clear directions, call taxi cabs, print info from Internet as requested, such as bus schedules, health system programs, etc. promoting a concierge type service.
Works to maintain a healing presence in our Hospital Reception/lobby areas. Direct visitor flow in lobby to appropriate check in/check out areas, elevators, parking garage, coffee shops, gift shop and patient care areas. Performs frequent rounding on lobby area to ensure a clean, safe and inviting environment. Contacts hospital facilities, environmental services, and maintenance as necessary. Performs frequent rounding on guests in the lobby to communicate with visitors answering questions and providing directions. Round into lobby area restrooms to ensure cleanliness and supplies. Contact EVS as appropriate.
Provide clerical support, including correspondence, taking messages copying and faxing as assigned.
Experience Required
- 3-5 years' experience required.
Education Requirements
- High School Diploma
- Associate's Degree Preferred