Patient Ambassador

Mass General Brigham; Newton (MA); On-site; USD 25,000 - 33,000; Full time

Job summary

Mass General Brigham is seeking a patient service liaison at Newton-Wellesley Hospital to enhance the patient and visitor experience. The role involves greeting patients, guiding them through the hospital, and resolving inquiries with empathy.

The position supports check-in/check-out and acts as a bridge between patients, families, and staff. Strong interpersonal and communication skills are essential, with prior customer service or healthcare exposure preferred.

Qualifications

• Strong interpersonal and communication skills with a focus on customer service.
• Ability to handle sensitive situations with empathy and professionalism.
• Proficiency with office software and basic administrative tasks.

Responsibilities

• Greet patients and visitors with a warm, professional demeanor.
• Assist with hospital navigation and directions to departments and services.
• Address and resolve patient inquiries and complaints in a timely manner.
• Support check-in/check-out processes and act as a liaison between patients, families, and staff.
• Inform patients about additional services and programs as appropriate.

Skills

Interpersonal skills

Communication

Customer service

Teamwork

Education

High School Diploma or Equivalent

Associate's Degree in Healthcare Administration preferred

Associate's Degree Related Field preferred

Tools

Microsoft Office Suite

Job description

Site: Newton-Wellesley HospitalMass 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 SummaryResponsible 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 FunctionsGreet 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.QualificationsHours: 09:00-17:30EducationHigh School Diploma or Equivalent required or Associate's Degree Healthcare Administration preferred or Associate's Degree Related Field of Study preferredCan this role accept experience in lieu of a degree?YesLicenses and CredentialsExperienceExperience in customer service, healthcare, or a similar setting 0-1 year preferred. PCA/CNA experience strongly preferred.Knowledge, Skills and AbilitiesExceptional 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.Additional Job Details (if applicable)Physical RequirementsStanding Frequently (34-66%)Walking Frequently (34-66%)Sitting Occasionally (3-33%)Lifting Frequently (34-66%) 50lbs+(w/assisted device)Carrying Frequently (34-66%) 20lbs - 50lbsPushing 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%)Remote TypeOnsiteWork Location2014 Washington StreetScheduled Weekly Hours16Employee TypeRegularWork ShiftDay (United States of America)Pay Range$17.71 - $23.55/HourlyGrade2At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. 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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.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.Mass General Brigham Competency FrameworkAt 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.