Patient Ambassador

4100 Newton-Wellesley Hospital; Newton (MA); On-site; USD 24,000 - 32,000; Full time

Job summary

Newton-Wellesley Hospital seeks a dedicated patient experience liaison to enhance the overall patient and visitor experience onsite. You will serve as a liaison between patients, families and hospital staff, delivering exceptional customer service and guiding navigation and inquiries throughout the facility.

The role emphasizes empathy, clear communication, and teamwork with clinical and administrative teams.

Qualifications

• Experience in customer service or healthcare setting preferred.
• Strong communication and empathy in interactions with patients and families.
• Ability to guide patients and visitors through the facility and address inquiries.

Responsibilities

• Greet patients, visitors, and staff with a warm and professional demeanor.
• Assist patients and visitors with navigation within the hospital and directions to departments.
• Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner.
• Assist patients with check-in and check-out processes for a smooth experience.
• Act as a liaison between patients, families, and hospital staff with clear communication.
• Inform patients and visitors about additional hospital services and programs.

Skills

Customer service

Interpersonal communication

Teamwork

Problem solving

Empathy

Education

High School Diploma or Equivalent

Associate's Degree preferred

Healthcare Administration preferred

Tools

Microsoft Office

Navigation systems

Job description

Site

Newton-Wellesley Hospital 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.

Job Summary

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. This role also assists with patient navigation, address concerns, and promote a positive hospital image.

Essential Functions

• Greet patients, visitors, and staff with a warm and professional demeanor.
• Assist patients and visitors with navigation within the hospital, including directions to departments, facilities, and services.
• Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner.
• Assist patients with check-in and check-out processes, ensuring a smooth and efficient experience.
• Act as a liaison between patients, families, and hospital staff, ensuring clear and effective communication.
• Inform patients and visitors about additional hospital services and programs that may benefit them.

Qualifications

Hours: 09:00-17:30

Education

• High School Diploma or Equivalent required or Associate's Degree
• Healthcare Administration preferred or Associate's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree? Yes

Licenses and Credentials Experience Experience in customer service, healthcare, or a similar setting 0-1 year preferred. PCA/CNA experience strongly preferred.

Knowledge, Skills and Abilities

• Exceptional interpersonal and communication skills, with a strong focus on customer service.
• Ability to handle sensitive situations with empathy and professionalism.
• Strong problem-solving skills and the ability to work under pressure.
• Proficiency with office software (e.g., Microsoft Office Suite) and general administrative tasks.
• Ability to work collaboratively with teams and departments.

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)
• Sitting Occasionally (3-33%)
• Lifting Frequently (34-66%) 50lbs+(w/assisted device)
• Carrying Frequently (34-66%) 20lbs - 50lbs
• Pushing Occasionally (3-33%)
• Pulling Occasionally (3-33%)
• Climbing Rarely (Less than 2%)
• Balancing Frequently (34-66%)
• Stooping Occasionally (3-33%)
• Kneeling Occasionally (3-33%)
• Crouching Occasionally (3-33%)
• Crawling Rarely (Less than 2%)
• Reaching Frequently (34-66%)
• 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%)
• Hearing Constantly (67-100%)

Additional Job Details

Remote Type Onsite Work Location 2014 Washington Street Scheduled Weekly Hours 24 Employee Type Regular Work Shift Day (United States of America)

Pay Range

$17.71 - $23.55/Hourly Grade 2

Benefits

In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement

4100 Newton-Wellesley Hospital is an Equal Opportunity Employer. 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. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran’s Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at (857)-282-7642.

Competency Framework

Mass General Brigham is a passionate, welcoming community where minds meet caring hearts. Come be a part of the world’s most powerful force in medicine, where every role is important in changing lives. Our history includes New England hospitals founded over 200 years ago, some of the first and most prestigious hospitals in the world. Built on the legacy of two leading academic medical centers, we’re more than a system—we’re leaders in the practice of medicine. Mass General Brigham is committed to serving the community. We are dedicated to enhancing patient care, teaching and research, and taking a leadership role as an integrated health care system. We recognize that increasing value and continuously improving quality are essential to maintaining excellence.