Patient Ambassador

Newton-Wellesley Hospital; Newton (MA); On-site; USD 24,796 - 33,062; Full time

Job summary

Newton-Wellesley Hospital in Newton, MA is hiring a patient experience liaison to enhance the overall patient and visitor experience. You will greet patients, help with navigation, address inquiries, and coordinate check-in/check-out to ensure a smooth visit.

Ideal candidates have 0-1 year in customer service, healthcare, or similar settings; healthcare support roles favored. High school diploma or equivalent required; an associate degree in healthcare administration or related field preferred.

Qualifications

• High School Diploma or Equivalent required; an Associate's Degree in Healthcare Administration or Related Field preferred.
• Role can accept experience in lieu of a degree.
• 0-1 year of customer service, healthcare, or similar setting; PCA/CNA experience strongly preferred.

Responsibilities

• Greet patients, visitors, and staff with a warm, professional demeanor.
• Assist with hospital navigation, directing to departments, facilities, services.
• Address and resolve inquiries, concerns, and complaints timely and empathetically.
• Assist with check-in and check-out to ensure a smooth patient flow.
• Serve as a liaison between patients, families, and hospital staff.
• Inform patients about additional hospital services and programs.

Skills

Interpersonal skills

Communication

Empathy

Problem-solving

MS Office

Teamwork

Education

High School Diploma or Equivalent

Associate's Degree Healthcare Administration

Associate's Degree Related Field of Study

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

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.

Additional Job Details (if applicable)

At 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.

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%)

Remote Type

Onsite

Work Location

2014 Washington Street

Scheduled Weekly Hours

40

Employee Type

Regular

Work Shift

Day (United States of America)

Pay Range

$17.71 - $23.55/Hourly

Grade

2

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 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.