Escort Dispatcher

Mass General Brigham•Boston, MA

1d•$20 - $29•Onsite

About The Position

Under guidance from the Patient Experience Supervisor, the Escort Dispatcher is 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 which includes greeting all staff, patients and visitors to enhance their experience while participating in the layered screening approach to aid in the continued safety of Mass Eye and Ear.

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.
Comfortable working in ALL weather conditions. A hybrid role involving assisting patients outside and within hospital premises.
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.

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. 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, 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. 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 Escort Dispatcher role.