Hospital Ambassador Supervisor

Brigham & Women's Faulkner Hospital
United States, Massachusetts, Boston
1153 Centre Street (Show on map)
Jan 01, 2025
The Hospital Ambassador Supervisor is responsible for the day-to-day operations of the Hospital Ambassador program. This includes supervising staff and providing accurate, timely information to staff, patients, visitors, and callers in a polite, professional, and friendly manner by safety and customer service standards. Responsible for human resource processes for Hospital Ambassador staff including hiring, orientation, scheduling, payroll, performance appraisals, and staff adherence to annual requirements such as safety competencies and other hospital-required training and conditions of employment. Encourages a culture of service excellence, identifies areas of opportunity, makes service improvement recommendations, and works with the operations manager in implementing improvements to meet the evolving needs of our patients, their family members, and visitors Provides support and/or coverage to maximize safe, efficient, and timely services to patients, their families, and visitors. Rounds on workstations to provide support and act as a resource. Appropriately escalate issues to leadership promptly. Performs inventory and reorders supplies every week to ensure smooth operations at all workstations. Ensures hospital lobbies and public areas are clean, safe, and uncluttered by all infection control standards Responsible for the accuracy of information through regular communications with physician offices, department managers, and telecommunications supervisor and updating of Hospital Ambassador resources. Provides oversite for shared management tools, such as Microsoft Teams. In collaboration with the operations manager, fosters communication and engagement with the ambassador team including staff meetings and hospital updates. Responsible for being on-call Serves as a working ambassador as responsible for duties such as: Actively greets patients, family/visitors, and staff in a polite, professional, friendly, and welcoming manner Screen staff, patients, and visitors as indicated by hospital procedure and provide information and direction as appropriate. This may include asking a series of screening questions, providing technological support, utilizing application screening tools, etc. Assists with patient and family/visitor inquiries and requests by actively listening and responding. This includes but is not limited to, providing information regarding hospital services and office locations, as well as clear and understandable directions. Responds to and assist patients requesting escort or assistance Provides accurate, service-oriented responses to a wide variety of inquiries via the patient information telephone lines while protecting patient confidentiality by HIPAA policies and guidelines. High School Graduation required Minimum of 5 years of customer service experience required healthcare environment strongly preferred Basic computer skills required, including Microsoft tools and the use of 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 Brigham and Women's Faulkner Hospital, an affiliate of 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 in equal access to quality care, employment, and advancement opportunities encompassing the full spectrum of human diversity: race, gender identity, sexual orientation, ability, religion, ethnicity, national origin, and all the other forms of human presence and expression that make us better able to provide innovative and cutting-edge healthcare and research. Brigham and Women's Faulkner Hospital is a 171-bed non-profit, community teaching hospital located in Jamaica Plain directly across the street from the Arnold Arboretum.Founded in 1900, Brigham and Women's Faulkner Hospital offers comprehensive care in a wide variety of specialties.Brigham and Women's Faulkner Hospital is a designated Magnet hospital by the American Nurses Credentialing Center, a recognition that fewer than nine percent of all US hospitals receive. At Brigham and Women's Faulkner Hospital, we believe that everyone should have the chance to live a healthy life. From creating breakthroughs that have paved the way for treatments around the globe to training the next generation of providers, our patients, and those we may never meet, are at the center of everything we do. If you want more than a career, join Brigham and Women's Faulkner Hospital.Our patients call it better care.Our employees call it home. Brigham and Women's Faulkner Hospital, Inc. is an Equal Opportunity Employer. By embracing diverse skills, perspectives and ideas, we choose to lead. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment.