LEAD RECEPTION AMBASSADOR

Cooper Norcross Health, formerly Cooper University Health Care, is a leading academic health system affiliated with Cooper Norcross Medical School of Rowan University. Headquartered in Camden, New Jersey, Cooper Norcross Health has revenues of more than $3 billion and an A+ credit rating from both S&P and Fitch Ratings.

Cooper Norcross Health has nearly 14,000 team members, including more than 2,200 nurses, more than 1,200 employed physicians representing 95 specialties and subspecialties, and more than 700 advanced practice providers.

The health system operates MD Anderson Cancer Center at Cooper as well as four hospitals – its 663-bed flagship Cooper Norcross University Hospital in Camden, its 229-bed Cooper Norcross University Hospital Cape Regional in Cape May Court House,  Children’s Hospital at Cooper Norcross Health in Camden, and The Recovery Village Cherry Hill at Cooper, a substance abuse rehabilitation and inpatient treatment facility, in partnership with American Recovery Services.

Cooper Norcross University Hospital in Camden is the only Level 1 Trauma Center in South Jersey and the busiest in the region. The hospital has been recognized as a top-performing regional hospital by U.S. News & World Report’s Best Hospitals annual survey for eight years.

More than 2.54 million patients visit Cooper Norcross Health facilities annually. Its ambulatory network encompasses three outpatient surgery centers, seven urgent care centers, a wound care center, and more than 130 physician, physical therapy, and radiology offices extending from the Delaware River to the New Jersey shore.

Cooper Norcross Health, a not-for-profit health system, was named one of America’s Best Large Employers for 2026 by Forbes, ranking among the top 200 in the nation. Visit CooperHealth.org to learn more.

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.

• 3-5 years' experience required.

• High School Diploma
• Associate's Degree Preferred