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Hospital Service Ambassador

Cambridge, Massachusetts

Organization Facility: Mount Auburn Hospital Category: Customer Service Job ID: 12668_MAH Date posted: 10/01/2022
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When you join the growing BILH team, you're not just taking a job, you’re making a difference in people’s lives.

Job Type:


Scheduled Hours:


Work Shift:

Day (United States of America)

Provides a high level of customer service by interacting with patients, visitors and staff in a professional manner that is proactive, friendly and helpful.

Job Description:

Primary Responsibilities
  • Greets and directs patients and visitors courteously and in a way that is sensitive to their culture or linguistic orientation; responds to inquiries regarding patient or department locations. Directs patients and visitors in the way-findings process, including providing accurate directions of the campus and escorting of patients/visitors when needed.
  • Screens patients and visitors for health symptoms as appropriate and outlined by current and evolving hospital policies. Monitors the supply of visitor materials such as visitor badges, makes and other appropriate items to ensure own safety and safety of patients and visitors
  • Coordinate with Interpreter Services to assist non-English speaking patients and visitors, ensures the access to accurate information and high quality services. Assists hearing –impaired patients with access to TTY (Teletype) telephones.
  • Utilizes computer systems to access, monitor, and verify appropriate patient information concerning location, condition, phone number, and clinic and procedure area. Assists patients, visitors, and staff use the hospital paging system.
  • Communicates and monitors entrance policies, which may include universal masking and visitor restrictions. Reports issues to the direct manager or the appropriate department.
  • Ensures hospital lobbies and public areas are clean, safe, and uncluttered in accordance with all infection control standards. Contacts appropriate departments to resolve issues when they arise.
  • May respond to requests from patient requiring escort or assistance requiring wheelchair or other assistive support.
  • Provides accurate, service- oriented responses to a wide variety of inquiries via the patient information telephone lines while protecting patient confidentiality in accordance with HIPAA policies and guidelines.
  • Performs other duties as assigned within the scope of Hospital Ambassador role.
  • This position rotates holidays

Required Qualifications

  • High School diploma or GED required.
  • Must possess customer service experience.
  • Previous work experience dealing with the public strongly preferred.
  • Experience with computer systems required, including web based applications and some Microsoft Office applications, which may include Outlook, Word, Excel, PowerPoint or Access.

FLSA Status:


As a health care organization, we have a responsibility to do everything in our power to care for and protect our patients, our colleagues and our communities. Beth Israel Lahey Health requires that all staff be vaccinated against influenza (flu) and COVID-19 as a condition of employment. Learn more about this requirement.

More than 35,000 people working together. Nurses, doctors, technicians, therapists, researchers, teachers and more, making a difference in patients' lives. Your skill and compassion can make us even stronger.

Equal Opportunity Employer/Veterans/Disabled

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