Guest Services Representative - Per Diem (varies) CMC at Atlantic Health

Pequannock Township, New Jersey, United States -

Full Time

Start Date

Immediate

Expiry Date

13 Sep, 26

Salary

20.83

Posted On

15 Jun, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Patient Engagement, Service Recovery, De-escalation, Emotional Intelligence, Multitasking, Professionalism, Empathy, Data Entry, Communication, Patient Advocacy, Conflict Resolution, Administrative Support, Screening Protocols, Patient Rounding, Hospitality

Industry

Hospitals and Health Care

Description

Atlantic Health Chilton Medical Center is looking for an enthusiastic and dedicated individual to fill the role of Per Diem Guest Services Representative. This position is essential for warmly welcoming our patients and visitors while ensuring adherence to health protocols. Required hours vary including every other weekend (may require evening or holiday shifts depending on site needs). Starting rate: $20.83/hr. Essential Function/Responsibilities: * Courteously greets everyone requesting to enter the facility, acts as the first point of contact and creates first impression on the visitors. * Collects required identification and follows screening protocols. * Documents according to CDC Guidelines. * Provides direction, guidance, and information pertaining to the facility. * Handles and routes all incoming phone calls/mails. * Supports other administrative staff with support overflow work, including word processing, data entry and internet research tasks. * Must be able to manage multiple inquiries in a calm and professional manner. * Able to multitask and be flexible with facilitating inquiries for patients, visitors, and family members. * Demonstrated empathy, professionalism, and emotional intelligence. * Performs other related duties as assigned. Patient Rounding & Engagement * Conduct daily inpatient rounds using the Huron platform or designated tools. * Prioritize rounding on newly admitted patients, patients nearing discharge, or those with unresolved issues. * Introduce self, explain the liaison role, and ask structured experience-based questions to assess satisfaction and address needs. * Provide comfort items (e.g., tissues, blankets, reading materials) and coordinate additional support as needed. * Document each encounter in real time, noting concerns, compliments, and follow-up required. Real-Time Service Recovery * Address minor, non-clinical issues independently (e.g., comfort items, communication delays). * Use critical thinking and a standardized responsibility matrix to escalate concerns to Patient Experience, Patient Relations, or Risk. * Follow up on open items and ensure resolution is communicated to the patient or family. * Act as a liaison between departments (e.g., Food Services, Plant Engineering, Environmental Services) to resolve service-related concerns. Discharge Experience * Visit patients nearing discharge to confirm needs are met and prepare them for survey participation. * Ensure patients have the information and support they need to leave the hospital with confidence. * Encourage patients/families to share feedback on their experience through formal, post-discharge surveys. * Escort discharged patients when appropriate and reinforce appreciation of their feedback on their experience through formal, post-discharge surveys. Collaboration, Communication & Culture * Partner closely with nursing, unit leaders, and clinical staff to support a unified, patient-centered approach. * Maintain ongoing communication with the Patient Experience team, reporting themes and unresolved concerns. * Support unit-based recognition efforts by capturing staff compliments and facilitating celebrations or thank-you notes. * Participate in unit huddles, interdisciplinary meetings, and Patient Experience committees as needed. Qualifications/Requirements: * To provide a safe environment to our patients, we require that all candidates must be able to read, write and speak English. * HS Diploma or GED equivalent required. * Associate degree preferred. * Candidate must possess strong communication and de-escalation skills, demonstrated empathy, professionalism, and emotional intelligence. * Ability to navigate hospital units, maintain composure under pressure, and work both independently and collaboratively. * Must be able to stand for extended periods and remain attentive to visitor needs. (Frequent walking, standing and bedside interaction). * Must be able to lift, push, pull up to 50lbs including but not limited to pushing wheelchairs. Relevant Experience: * Proficient with documentation systems and mobile rounding tools (e.g., Microsoft Office, Huron, Epic, or CRM platforms) preferred. * 2-5 years' experience in customer service, hospitality, or patient-facing healthcare role is strongly preferred. * Retail experienced preferred. * Bilingual a plus (preferred). * Experience with service recovery, patient advocacy, or real-time issue resolution strongly preferred. At Atlantic Health, our promise to our communities is; Anyone who enters one of our facilities will receive the highest quality care delivered at the right time, at the right place, and at the right cost. This commitment is also echoed in the respect, development and opportunities we give to our more than 22,000 team members. Headquarters in Morristown, New Jersey, we are one of the leading non-profit health care systems in the nation. Our facilities and sites of care include: * Atlantic Health Morristown Medical Center, Morristown, NJ * Atlantic Health Overlook Medical Center, Summit, NJ * Atlantic Health Newton Medical Center, Newton, NJ * Atlantic Health Chilton Medical Center, Pompton Plains, NJ * Atlantic Health Hackettstown Medical Center, Hackettstown, NJ * Atlantic Health Goryeb Children's Hospital, Morristown, NJ * Atlantic Health CentraState Healthcare System, Freehold, NJ * Atlantic Medical Group * Atlantic Visiting Nurse * Atlantic Mobile Health * Atlantic Rehabilitation We have more than 900 community-based healthcare providers affiliated through Atlantic Medical Group. We have received awards and recognition for the services we have provided to our patients, team members and communities. Below are just a few of our accolades: * Chosen for 17 years by Fortune as one of the magazine’s “100 Best Companies to Work For." * Atlantic Health Morristown and Atlantic Health Overlook Named by Newsweek as two of the “World’s Best Hospitals” in 2026. * Atlantic Health Morristown and Atlantic Health Overlook ranked within the top three hospitals in New Jersey by U.S. News & World Report’s 2025-2026 Best Hospital rankings. * Atlantic Health scored four “A” grades by The Leapfrog Group in its Fall 2025 Hospital Safety Grades, performance measures reflecting errors, accidents, injuries and injections, as well as systems hospitals have in place to prevent harm. * Atlantic Health Morristown and Atlantic Health Overlook are New Jersey's only hospitals to be named among America's 50 Best hospitals by Healthgrades in 2026. * Named by Becker's Healthcare as one of the "165 Top Places to Work in Healthcare – 2026. * Atlantic Health Morristown, Atlantic Health Overlook, Atlantic Health Chilton and Atlantic Health Newton all Forbes Top Hospitals for 2026. * Named by Newsweek as one of America’s Greatest Workplaces for Inclusion & Diversity 2025. * Atlantic Health rated LEVEL 9 - 2025 CHIME Digital Health Most Wired. Located in Pompton Plains, New Jersey, Chilton Medical Center has been ranked the top mid-sized hospital in NJ for six years in a row, according to Castle Connolly. The Leapfrog Group gave us an "A" Hospital Safety Grade and we've received the Lifeline Bronze Receiving Quality Achievement Award from the American Heart Association. In addition, The Joint Commission recognized us as a Primary Stroke Center. We were awarded the American Heart Association/American Stroke Association’s Get With The Guidelines®-Stroke Gold Plus Quality Achievement Award with Target: Stroke Honor Roll Elite. We achieved Magnet® recognition from the American Nurses Credentialing Center. ANCC’s Magnet Recognition Program® identifies superior quality in nursing care and is the highest national honor for nursing excellence. Atlantic Health offers a competitive and comprehensive Total Rewards package that supports the health, financial security, and well-being of all team members. Offerings vary based on role level (Team Member, Director, Executive). Below is a general summary, with role-specific enhancements highlighted: Team Member Benefits * Medical, Dental, Vision, Prescription Coverage (22.5 hours per week or above for full-time and part-time team members) * Life & AD&D Insurance. * Short-Term and Long-Term Disability (with options to supplement) * 403(b) Retirement Plan: Employer match, additional non-elective contribution * PTO & Paid Sick Leave * Tuition Assistance, Advancement & Academic Advising * Parental, Adoption, Surrogacy Leave * Backup and On-Site Childcare * Well-Being Rewards * Employee Assistance Program (EAP) * Fertility Benefits, Healthy Pregnancy Program * Flexible Spending & Commuter Accounts * Pet, Home & Auto, Identity Theft and Legal Insurance ____________________________________________ Note: In Compliance with the NJ Pay Transparency Act (effective Sunday, June 1, 2025), all job postings will include the hourly wage or salary (or a range), as well as this summary of benefits. Final compensation and benefit eligibility may vary by role and employment status and will be confirmed at the time of offer. EEO STATEMENT Atlantic Health, Inc. is an equal employment opportunity employer and federal contractor or subcontractor and therefore abides by applicable laws to protect applicants and employees from discrimination in hiring, promotion, discharge, pay, fringe benefits, job training, classification, referral, and other aspects of employment, on the basis of race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, citizenship status, disability, age, genetics, or veteran status.

Responsibilities

Acts as the first point of contact for visitors and patients, managing facility access and screening protocols. Conducts inpatient rounding and real-time service recovery to ensure high patient satisfaction and a smooth discharge experience.