Escort Dispatcher

Mass General Brigham•Boston, MA

22h•Onsite

About The Position

The Escort Dispatcher is responsible for coordinating and ensuring the smooth movement of patients, visitors, and staff within the Massachusetts Eye and Ear Infirmary. This involves responding to incoming requests for escorts, providing wheelchair assistance, and guiding individuals, especially those with physical limitations. The role requires responding to calls and inquiries from patients, visitors, and hospital staff for escorts or wayfinding assistance, gathering relevant information (location, destination, specific needs), and prioritizing requests based on urgency. The dispatcher will communicate with various departments (nursing units, outpatient clinics, administrative offices) to facilitate efficient escort services and collaborate with security personnel to address any safety concerns. This position is hybrid, with a significant emphasis on welcoming, directing, and assisting patients in and out of vehicles, and requires the ability to work in all weather conditions.

Requirements

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

Nice To Haves

Customer Service Experience 1-2 years preferred

Responsibilities

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, including providing information regarding hospital services, office locations, and clear 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, 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 by accessing patient information only to the extent necessary to fulfill assigned duties, ensuring all patient information is kept private, confidential and secure, and conversations afford reasonable audio and visual privacy
Performs other duties as assigned within the scope of the Escort Dispatcher role
Comfortable working in ALL weather conditions