About this Patient Ambassador role at Mass General Brigham
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
Responsible for enhancing the overall patient and visitor experience within a healthcare setting. This position involves serving as a liaison between patients, families, and hospital staff, providing exceptional customer service, and ensuring a welcoming and supportive environment. This role also assists with patient navigation, address concerns, and promote a positive hospital image.Essential Functions
-Greet patients, visitors, and staff with a warm and professional demeanor.
-Assist patients and visitors with navigation within the hospital, including directions to departments, facilities, and services.
-Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner.
-Assist patients with check-in and check-out processes, ensuring a smooth and efficient experience.
-Act as a liaison between patients, families, and hospital staff, ensuring clear and effective communication.
-Inform patients and visitors about additional hospital services and programs that may benefit them.
Qualifications
Hours: 09:00-17:30
Education
High School Diploma or Equivalent required or Associate's Degree Healthcare Administration preferred or Associate's Degree Related Field of Study preferred
Can this role accept experience in lieu of a degree?
Yes
Licenses and Credentials
Experience
Experience in customer service, healthcare, or a similar setting 0-1 year preferred. PCA/CNA experience strongly preferred.
Knowledge, Skills and Abilities
- Exceptional interpersonal and communication skills, with a strong focus on customer service.
- Ability to handle sensitive situations with empathy and professionalism.
- Strong problem-solving skills and the ability to work under pressure.
- Proficiency with office software (e.g., Microsoft Office Suite) and general administrative tasks.
- Ability to work collaboratively with teams and departments.
Additional Job Details (if applicable)
Physical Requirements
- Standing Frequently (34-66%)
- Walking Frequently (34-66%)
- Sitting Occasionally (3-33%)
- Lifting Frequently (34-66%) 50lbs+(w/assisted device)
- Carrying Frequently (34-66%) 20lbs - 50lbs
- 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 (67-100%)
- Foot Use Rarely (Less than 2%)
- Vision - Far Constantly (67-100%)
- Vision - Near Constantly (67-100%)
- Talking Constantly (67-100%)
- Hearing Constantly (67-100%)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$17.71 - $23.55/Hourly
Grade
2
EEO Statement:
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.