Patient Experience Ambassador

Actively greets patients, family/visitors, and staff in a polite, professional, friendly, and welcoming manner. Communicate and educate on entrance policies which may include universal masking and visitor restrictions. Responds to requests from patients requiring escort or assistance. 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. Works in collaboration with volunteers to ensure patients, family/visitors, and staff receive accurate, timely, and service-oriented assistance. Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner. Utilize approved technologies and methods of communication with Lobby Navigators to coordinate pick up and drop off of patients and visitors. Initiates emergency codes and participates in actual or mock emergency procedures. 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. Responsible for troubleshooting concerns, issues and/or difficult situations by taking necessary steps or referring to appropriate individuals within Public Safety. Work with Public Safety and Parking teams to ensure proper patient flow does not disrupt access to entrances and exits, cafe, elevators and waiting areas. Adhere to customer services standards by demonstrating professionalism, alertness, helpfulness, and

receptiveness to all patients, visitors and other staff members.

Maintain patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. All patient information must be kept private, confidential and secure. All lists, reports, files and documents must always be properly secured and stored. Conversations should be conducted in such a manner as to afford the patient or visitor reasonable audio and visual privacy. Performs other duties as assigned within the scope of the Patient Experience Ambassador role.

EDUCATION AND EXPERIENCE:

High school diploma or equivalent required.

Customer service 1-2 years' experience required

Healthcare or similar setting 1-2 years' experience preferred

WORKING CONDITIONS:

This role is based outside at the entrance to Mass Eye and Ear and requires long periods of standing and walking. Because this position is patient-facing and the Hospital is always open, employees must be prepared to work outside his/her scheduled hours when required by the Supervisor/Manager. This is an essential employee role, during a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty.

SKILLS AND PHYSICAL REQUIREMENTS:

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 with a focus on customer service 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 diverse teams and departments. Able to effectively and professionally communicate with a diverse population. Able to escalate matters to departmental leadership as appropriate. Ability to handle multiple tasks and prioritize effectively. Familiarity with hospital operations and the ability to navigate the facility efficiently.