Patient Ambassador

Site: North Shore Medical Center, Inc.

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Summary
The Patient Ambassador provides accurate and timely information and services to staff, patients, visitors, and callers in a polite, professional, and friendly manner in accordance with safety and customer service standards. They will conduct and obtain patient screening information upon arrival and will provide direction. The Patient Ambassador escorts patients and visitors to the appropriate departments and for medical appointments. They will offer wheel chair assistance and transports patient and visitors as needed.
Does this position require Patient Care?
No
Essential Functions
-Actively greets patients, family/visitors, and/or staff in a polite, professional, friendly, and welcoming manner.

• Screens patients and/or visitors as indicated by hospital procedure and provides information and direction as appropriate.
  
• This may include asking a series of screening questions, taking a temperature, providing technological support, utilizing application screening tools, etc.
  
• Communicates and enforces entrance policies which may include universal masking and visitor restrictions.
  
• Assists with patient and family/visitor inquiries and requests by actively listening and clearly responding.
  
• This includes, but is not limited to, providing information regarding hospital services and office locations, as well as clear and understandable directions.
  
• Escorts patients and/or visitors to the appropriate department(s) for scheduled appointments and offers wheel chair assistance and transport if needed.
  
• Assists with cleaning hospital lobbies and public areas to ensure they are clean, safe, and uncluttered in accordance with all infection control standards.
  
• Provides accurate, service-oriented responses to a wide variety of inquiries via the patient information telephone lines while protecting patient confidentiality in accordance with HIPAA policies and guidelines.
  
• Works in collaboration with volunteers to ensure patients, family/visitors, and staff receive accurate, timely, and service-oriented assistance.
  
• Coordinates patient notifications to the Lab for laboratory appointments.
  
• Offers the AT&T Language Line to patients and/or family/visitors who do not speak or understand the English language.
  
• Initiates emergency codes and participates in actual or mock emergency procedures.
  
• Performs other duties as assigned within the scope of the Hospital Ambassador role.
  
• Adheres to Departmental policies and procedures, including but not limited to:
  
• Attendance and punctuality, including the use of time keeping software before beginning work and at the end of day.
  
• Dress code requirements.
  
• Holiday rotations.
  

Qualifications

Education

High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?

No

Licenses and Credentials

Experience

Customer service experience preferred. 0-1 year preferred

Knowledge, Skills and Abilities

• Excellent oral and written communication skills.
• Able to effectively and professionally communicate with a diverse population.
• Able to problem solve and escalate matters to departmental leadership as appropriate.
• Must be able to read, write legibly, speak clearly and understand the English language.
• Must possess the ability to make independent decisions when circumstances warrant such action in a timely fashion.
• Must possess the ability to deal tactfully with staff, patients, family members, visitors, government agencies/personnel and the general public.
• Must possess leadership ability and the willingness to work harmoniously with professional and non-professional personnel and the general public.
• Must maintain the care and use of supplies and equipment and maintain the appearance of the department.
• Must have patience, tact, cheerful disposition and enthusiasm.
• Must possess the ability to seek out new methods and principles and be willing to incorporate them into existing practices.
• Must be aware of weather conditions that could create unsafe walking or driving conditions.
• Must report unsafe conditions to Parking Supervisor or Director of Environmental Services in supervisor's absence.

Additional Job Details (if applicable)

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)
• Sitting Occasionally (3-33%)
• Lifting Frequently (34-66%) 35lbs+ (w/assisted device)
• Carrying Frequently (34-66%) 20lbs - 35lbs
• Pushing Occasionally (3-33%)
• Pulling Occasionally (3-33%)
• Climbing Rarely (Less than 2%)
• Balancing Frequently (34-66%)
• Stooping Occasionally (3-33%)
• Kneeling Occasionally (3-33%)
• Crouching Occasionally (3-33%)
• Crawling Rarely (Less than 2%)
• Reaching Frequently (34-66%)
• Gross Manipulation (Handling) Frequently (34-66%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly %)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly %)
• Vision - Near Constantly %)
• Talking Constantly %)
  Hearing Constantly %)

Remote Type

Onsite

Work Location

3 Dove Ave

Scheduled Weekly Hours

0

Employee Type

Per Diem

Work Shift

Rotating (United States of America)

Pay Range

• /Hourly

Grade

SM1204

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into