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Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.
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Job Summary
Responsible for coordinating and ensuring the smooth movement of patients, visitors, and staff within the premises by handling incoming requests for escorts and dispatching the appropriate personnel to provide assistance and guidance to individuals navigating the premises. Receive 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.
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Qualifications
- Comfortable working in ALL weather conditions as the candidate will assist 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. - Familiarity with hospital operations, including different departments, units, and key locations within the facility.
Essential Functions:
1. Actively greets patients, family/visitors, and staff in a polite, professional, friendly, and welcoming manner
2. Communicate and educate on entrance policies which may include universal masking and visitor restrictions.
3. Responds to requests from patients requiring escort or assistance
4. 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.
5. Works in collaboration with volunteers to ensure patients, family/visitors, and staff receive accurate, timely, and service-oriented assistance.
6. Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner.
7. Utilize approved technologies and methods of communication with Lobby Navigators to coordinate pick up and drop off of patients and visitors.
8. Initiates emergency codes and participates in actual or mock emergency procedures
9. 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.
10. Responsible for troubleshooting concerns, issues and/or difficult situations by taking necessary steps or referring to appropriate individuals within Public Safety.
11. Work with Public Safety and Parking teams to ensure proper patient flow does not disrupt access to entrances and exits, cafƩ, elevators and waiting areas.
12. Adhere to customer services standards by demonstrating professionalism, alertness, helpfulness, and
receptiveness to all patients, visitors and other staff members.
13. 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.
14. Performs other duties as assigned within the scope of the Escort Dispatcher role.
15. Support the MEE Transport Team as needed to ensure safe transition from one department to another.
16: Provide support to the MEE Transport Team by coordinating and transporting biological specimens to and from the laboratory for processing, as needed.
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Additional Job Details (if applicable)
Physical Requirements
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Remote Type
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Work Location
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Scheduled Weekly Hours
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Employee Type
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Work Shift
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Pay Range
$20.84 - $29.79/Hourly
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Grade
4
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EEO Statement:
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At Mass General Brigham, our competency framework defines what effective leadership ālooks likeā by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable ski
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