Patient Ambassador - Emergency Department

massgeneralbrigham; Salem (MA); On-site; USD 24,000 - 32,000; Full time

Job summary

Mass General Brigham is seeking a Patient Experience Liaison at North Shore Medical Center to enhance the patient and visitor experience. You will greet guests, assist with navigation, and address inquiries with empathy, supporting a welcoming hospital environment.

The role emphasizes clear communication between patients, families, and staff, with a focus on resolving concerns, guiding check-in/out, and promoting hospital programs and services.

Qualifications

• High School Diploma or equivalent required; associate degree preferred.
• Experience in customer service or healthcare setting 0-1 year preferred.
• Strong interpersonal and communication skills.
• Proficiency with Microsoft Office.

Responsibilities

• Greet patients, visitors, and staff warmly and professionally.
• Assist patients with navigation within the hospital.
• Address and resolve inquiries and complaints promptly and empathetically.
• Assist with check-in/check-out processes.
• Act as liaison between patients, families, and hospital staff.
• Inform patients about additional hospital services and programs.

Skills

Interpersonal communication

Customer service

Empathy

Office software

Team collaboration

Education

High School Diploma or Equivalent

Associate's Degree Healthcare Administration preferred

Associate's Degree Related Field preferred

Tools

Microsoft Office Suite

Job description

Site: North Shore Medical Center, Inc.

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

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.

Does this position require Patient Care?

No

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

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

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)

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

3 Dove Ave

Scheduled Weekly Hours

24

Employee Type

Regular

Work Shift

Evening (United States of America)

Pay Range

$17.71 - $23.55/Hourly

Grade

2

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.

EEO Statement

3200 North Shore Medical Center, Inc. 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 accommod