Patient Ambassador - Emergency Department
Mass General Brigham
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.
Job description
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
High School Diploma or Equivalent required or Associate's Degree Healthcare Administration preferred or Associate's Degree Related Field of Study preferred. Experience in customer service, healthcare, or a similar setting 0-1 year 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.
Requirements
- High School Diploma or Equivalent required
- Associate's Degree in Healthcare Administration or Related Field preferred
- Experience in customer service, healthcare, or similar setting 0-1 year preferred
- Exceptional interpersonal and communication skills
- Strong customer service focus
- Ability to handle sensitive situations with empathy and professionalism
- Strong problem-solving skills
- Ability to work under pressure
- Proficiency with Microsoft Office Suite
- General administrative tasks
- Ability to work collaboratively with teams and departments
Benefits
- Career advancement opportunities
- Differentials
- Premiums
- Bonuses
- Recognition programs
Company overview
Mass General Brigham is one of the largest integrated healthcare delivery systems in the United States, formed through the merger of Massachusetts General Hospital and Brigham and Women's Hospital. Based in Boston, Massachusetts, this academic medical center system operates multiple hospitals, specialty facilities, and community health centers throughout New England. The organization is renowned for its world-class patient care, cutting-edge medical research, and comprehensive medical education programs. As a teaching affiliate of Harvard Medical School, Mass General Brigham trains the next generation of healthcare professionals while advancing medical science through groundbreaking research initiatives. The system provides a full continuum of healthcare services, from primary care and preventive medicine to complex specialty treatments and emergency services. With a focus on innovation and patient-centered care, Mass General Brigham consistently ranks among the top hospital systems in the nation for clinical excellence and research output.