What are the responsibilities and job description for the Hospital Ambassador - SF1 position at Mass General Brigham?
At Mass General Brigham, we know it takes a surprising range of talented professionals to advance our mission—from doctors, nurses, business people and tech experts, to dedicated researchers and systems analysts. As a not-for-profit organization, Mass General Brigham is committed to supporting patient care, research, teaching, and service to the community. We place great value on being a diverse, equitable and inclusive organization as we aim to reflect the diversity of the patients we serve.
At Mass General Brigham, we believe a diverse set of backgrounds and lived experiences makes us stronger by challenging our assumptions with new perspectives that can drive revolutionary discoveries in medical innovations in research and patient care. Therefore, we invite and welcome applicants from traditionally underrepresented groups in healthcare — people of color, people with disabilities, LGBTQ community, and/or gender expansive, first and second-generation immigrants, veterans, and people from different socioeconomic backgrounds – to apply.
Job Summary
Summary:The Hospital Ambassador provides accurate and timely information and services to staff, patients, visitors, and callers in a polite, professional, and friendly manner. This role enhances the experience of all individuals entering the hospital while maintaining safety and customer service standards. As part of a layered screening approach, the Hospital Ambassador ensures a welcoming and secure environment at BWFH.
Patient Care Required: No
Essential Functions:
Greet patients, visitors, and staff in a warm, professional, and welcoming manner.
Communicate and enforce entrance policies, including universal masking and visitor restrictions.
Assist patients and visitors with inquiries, providing clear directions and information about hospital services and office locations.
Maintain cleanliness and safety of hospital lobbies and public areas in accordance with infection control standards.
Offer escort or assistance to patients in need.
Respond to a variety of inquiries via patient information telephone lines while ensuring patient confidentiality per HIPAA guidelines.
Collaborate with hospital volunteers to provide timely and accurate assistance.
Initiate emergency codes and participate in emergency procedures (actual or mock drills).
Perform additional duties as assigned within the scope of the Hospital Ambassador role.
Additional Expectations:
Adhere to departmental policies, including attendance, punctuality, and use of timekeeping software.
Comply with uniform requirements to maintain a professional appearance.
Qualifications
High School Diploma or Equivalent required
Experience
Customer service experience required
Knowledge, Skills and Abilities
- Basic computer skills required to access patient information through Epic.
- Adheres to all I CARE Standards.
- Able to effectively and professionally communicate with a diverse population.
- Able to problem-solve and, escalate matters to departmental leadership as appropriate.
Additional Job Details (if applicable)
- Standing Frequently (34-66%)
- Walking Frequently (34-66%)
- Sitting Occasionally (3-33%)
- Lifting Occasionally (3-33%) 35lbs (w/assisted device)
- Carrying Occasionally (3-33%) 35lbs (w/assisted device)
- Pushing Occasionally (3-33%)
- Pulling Occasionally (3-33%)
- Climbing Occasionally (3-33%)
- Balancing Frequently (34-66%)
- Stooping Occasionally (3-33%)
- Kneeling Occasionally (3-33%)
- Crouching Occasionally (3-33%)
- Crawling Occasionally (3-33%)
- Reaching Occasionally (3-33%)
- Gross Manipulation (Handling) Frequently (34-66%)
- Fine Manipulation (Fingering) Frequently (34-66%)
- Feeling Constantly (67-100%)
- Foot Use Rarely (Less than 2%)
- Vision - Far Constantly (67-100%)
- Vision - Near Constantly (67-100%)
- Talking Constantly (67-100%)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
EEO Statement:
Mass General Brigham Competency Framework
At Mass General Brigham, our competency framework defines what effective leadership “looks like” 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 skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.
