Hospitality Desk Ambassador

Site: The Brigham and Women’s Hospital, Inc.

At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.

At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.

Job Summary

• This position is Monday through Friday, 10:30am to 7:00pm.*

The Hospitality Desk Ambassador works in collaboration with volunteers to ensure patients, family/visitors, and staff receive accurate, timely, and service-oriented assistance. The Hospitality/Info Desk Ambassador will be responsible for the following duties, including but not limited to:

• Actively greets patients, family/visitors, and staff in a polite, professional, friendly, and welcoming manner.
• Communicates entrance policies which may include universal masking and visitor restrictions.
• Monitor and refill mask dispensers and hand sanitizing stations.
• 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 and clear and understandable directions.
• Responds to requests from patients requiring escort, wayfinding, or assistance, utilizing wheelchairs when appropriate.
• Ensures hospital lobbies and public areas are clean, safe, and uncluttered following all infection control standards.
• Maintain a clean desk area, ensuring a neat and orderly appearance.

Initiates emergency codes and participates in actual or mock emergency procedures.

• Performs other duties as assigned within the scope of the Hospitality/Info Desk Ambassador role.
• EPIC knowledge or ability to become proficient in EPIC to locate patient appointments and provide clear and accurate directions.
• Answers telephone inquiries regarding general information, patient location, or hospital policy and transfers telephone calls to the appropriate destination with a warm handoff.
• Cross-training in patient access areas, deployed to various posts within the department as needed.
• Connect with materials management to provide entrance locations with mask inventory.
• Must work well as part of a team and stay calm during stressful situations.

Qualifications

• High school diploma/GED or minimum 5 years of relevant work experience required.
• A minimum of 3-6 months experience in an office or health care setting preferred.
• Requires interpersonal relationship skills to effectively communicate with patients, their families, physicians, and other support personnel.
• Moderate typing skills, computer experience, Microsoft Office package.
• Requires good judgment, tact, sensitivity, and the ability to function in a stressful environment.
• Requires the ability to maintain confidentiality regarding patients, their medical histories, demographic information, etc.
• Requires the ability to strictly adhere to Customer Service Standards.

Adheres to hospital 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 the day.
• Uniform requirements
• Holiday rotations if applicable.

Additional Job Details (if applicable)

Remote Type

Onsite

Work Location

75 Francis Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

EEO Statement:

The Brigham and Women’s Hospital, Inc. is an Affirmative Action Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership “looks like” by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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