Escort Dispatcher

Mass General Brigham•Boston, MA

4d•Onsite

About The Position

Responsible for coordinating and ensuring the smooth movement of patients, visitors, and staff within the premises by responding to incoming requests for escorts and provide wheelchair assistance and guidance to individuals navigating the premises, especially those having trouble ambulating due to physical limitations. This role involves responding to incoming calls and inquiries from patients, visitors, and hospital staff requesting escorts or assistance with wayfinding. The dispatcher will gather relevant information, assess urgency, and prioritize requests. They will communicate with various departments to facilitate efficient escort services and collaborate with security personnel and other hospital staff to address safety concerns. A key aspect of this role is the ability to work in all weather conditions as the role is hybrid with an emphasis on welcoming, directing, and helping patients get in and out of vehicles.

Requirements

High School Diploma or Equivalent required
Customer Service Experience 1-2 years preferred
Familiarity with hospital operations, including different departments, units, and key locations within the facility.
Proficient in using computer systems and software for data entry, record-keeping, and communication.
Ability to work in a fast-paced environment, remaining composed and professional under pressure.
Good problem-solving skills, with the ability to think quickly and make appropriate decisions in dynamic situations.
Effective teamwork and collaboration skills, as you will be interacting with various hospital personnel and departments.
Ability to be comfortable working in all weather conditions.

Responsibilities

Coordinate and ensure the smooth movement of patients, visitors, and staff within the premises.
Respond to incoming requests for escorts and provide wheelchair assistance and guidance.
Respond to incoming calls and inquiries from patients, visitors, and hospital staff requesting escorts or assistance with wayfinding.
Gather relevant information, including the location, destination, and specific needs of the individual requiring an escort.
Assess the urgency and prioritize escort requests based on the nature of the situation.
Communicate with various departments, such as nursing units, outpatient clinics, and administrative offices, to facilitate efficient escort services.
Work in ALL weather conditions as the role is hybrid with an emphasis of welcoming, directing and helping patients get in and out of vehicles.
Collaborate with security personnel and other hospital staff to address any security or safety concerns during escorts.
Actively greet 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.
Respond to requests from patients requiring escort or assistance.
Assist with patient and family/visitor inquiries and requests by actively listening and clearly responding, providing information regarding hospital services and office locations, as well as clear and understandable directions.
Work 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.
Initiate emergency codes and participate in actual or mock emergency procedures.
Adhere to Departmental policies and procedures, including attendance and punctuality.
Troubleshoot 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, café, 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.
Perform other duties as assigned within the scope of the Escort Dispatcher role.
Be comfortable working in ALL weather conditions. Gear will be provided.