Lead Patient Ambassador - 40 Hours Day Shift

This customer service position will welcome and assist patients and visitors to the Salem Hospital Campus. Greeters will answer patients' and visitors' questions, direct them throughout the campus and enhance the patient and visitor experience while protecting patient confidentiality in accordance with HIPAA policies and guidelines. Greeters will ensure that all patients and visitors adhere to Salem Hospitals' safety and infection control protocols. Applicants should have experience in customer service, especially in a health care setting.

• Manage robust staffing schedule that includes weekends and evenings.
• Train new hires
• Coach and mentor staff as necessary on customer service, job responsibilities, processes and procedures, etc.
• Annual Review Input
• Ensure Joint Commission readiness across ambassador team which involves greeting surveyors and contacting the switchboard timely and with finesse upon arrival.
• This position is part of a Patient Access Services Lead team. Ambassador lead should be prepared to assist in all areas of Patient Access as needed and directed by Manager.
• Act as a key member of an ambulatory discharge lounge team. Provide active feedback on ideas that allow the process to flow smooth for all patients.
• Lead Ambassador should ensure the team is aware of all safety protocols. This includes paging security for a 'man down' when there are adverse events at the entrance to the hospital.
• Welcome patients and visitors at Salem Hospitals' Main Entrance
• Provide directions to all areas within the hospital
• Follow hospital guidelines and be comfortable communicating guidelines to patients, visitors and staff
• Work in a fast-paced environment
• Ease in operating computers, tablets and similar job-related technology
• Have positive outlook and possess a patient and professional demeanor
• Dress appropriately for working conditions
• Remain attentive to patient and visitor requests
• Keep work area neat and well organized
• Use vacation, sick and personal time appropriately and receive prior approval for time off--requests must be approved by assigned manager
• Remain open to changes and updates to work procedures and responds positively

• Be comfortable in assisting patients in and out of wheelchairs and transporting patients via wheelchairs to multiple areas of the hospital

• All other duties as assigned by PAS Manager

Skills:

• Stellar customer service skills with exceptional interpersonal and communication skills.
• Capable of independent thinking and decision making.
• Ability to provide directions and assist patients, visitors and colleagues as needed.
• Demonstrated ability to handle multiple tasks simultaneously and quickly.
• Must have the ability to maintain confidentiality, professionalism, and a smile at all times.
• Excellent communication skills required.
• Multilingual preferred.
• High energy level, dynamic personality, willing to take initiative.
• Well organized and strong follow through.
• Presentable and well mannered.
• Genuine care for the growth and improvement of Salem Hospital.
• Familiarity with Salem Hospital preferred but not required.
• Must also be committed to principles of diversity, equity and inclusion.
• Professionalism and a smile at all times.
• Excellent communication skills required.
• Multilingual preferred.
• Ability to walk to perform directional and assistance duties.
• Remains calm and patient under pressure and in a busy environment.

Experience:

• One year of direct customer focuses experience required
• One year of direct customer focused experience in a healthcare setting preferred

Education

• High School diploma or equivalent preferred