Hospital Ambassador

Job Description Summary

Enhances the South Shore Health experience by professionally interacting with all patients, visitors, colleagues and vendors who enter the hospital lobby(s) and by providing appropriate screening, information, direction, and hospitality. Provides the best hospital first impression to all audiences in a way that builds trust in the care and services we provide.

Job Description

ESSENTIAL FUNCTIONS

1 - Acts as the initial greeter for all patients/visitors/vendors/colleagues entering the hospital lobby.

Acts as key person responsible for greeting/giving directions to any person coming into the lobby area in a
customer friendly manner. Presents a professional appearance meeting the organizations’ Addresses all patients, visitors, colleagues & vendors with a positive and courteous attitude. Assists with patient and family/visitor inquiries and requests by actively listening and clearly responding. Makes eye contact when addressing person in front of you. Watch for clues that people need assistance and ask, “May I help you?”

2- Ensures all who enter the hospital through Main lobby(s) adhere to our entrance screening process indicated by hospital procedure.

Communicate and enforce entrance policies which may include universal masking and hand sanitation. Ask questions regarding virus symptoms/exposure when required. Keep up-to-date on regularly adjusting entrance screening process/guidelines.

3- Ensures visitors who enter the hospital through Main lobby(s) adhere to our patient visitation process indicated by hospital procedure.

Communicate and enforce designated visiting hours and current guidelines. Call to patient floor/department with questions regarding visitation. Maintain list of visitor exceptions Keep-up-to date on regularly adjusting visitation guidelines

4- Assists to meet basic needs of all patients/visitors including but not limited to:

Ensure patients are sent to correct departments, registration, etc. Monitors/answers Patient Information phone extension while protecting patient confidentiality in accordance with HIPAA policies and guidelines. Involve Security & Public Safety when needed (Disruptive patient/visitor, vehicle issue, etc.) Works with and mentors volunteer escorts and provides needed service when volunteers are not available
(wheelchairs, escort, patient deliveries, etc.) Provides local information; i.e., hotels, bus schedules, church services, local maps. Utilizes service recovery concepts and procedures when appropriate.

5- Assists to meet basic needs of all colleagues including but not limited to:

Receive deliveries (Mail, donations, take-out, etc.) and notify recipient(s) of delivery. Notify colleagues of meeting attendee arrivals (HR interviews, committee members, etc.)

6- Monitor lobby/waiting areas appearance.

Works closely with Environmental Services/Engineering to maintain lobby & waiting areas in accordance with all infection control standards. Monitors local-area bathrooms and calls Environmental Services as necessary. Monitors/restocks any brochure racks to appear near and clean. Monitor lobby supplies (masks, hand sanitizer, gloves, etc.) and alert leadership when inventory is low.

7- Help facilitate virtual visits for patients and families especially during in-person visitation restrictions

Coordinates, schedules and assists patients connect with friends, family and loved ones through technology.  Provide over-the-phone assistance and troubleshoots with downloading apps & using communication technology. Assists clinicians connect with care plan partners and family when requested. Comfort level using various communication devices, (IPhone, IPad, etc.) Ability to provide compassion and empathy while assisting connections of extreme levels of joy and grief. Knowledge of Patient Precautions Skill with donning and Doffing of full PPE when required Able to prioritize connections when patients are deteriorating/in high risk category for poor outcome

8- Other duties as required.

Performs work of equal skill and responsibility as directed. May be asked to perform work of higher-level in preparation for increased responsibility. May be requested to perform work of lesser responsibility when the work load of the department requires. Responsible for attendance and punctuality, including the use of time keeping software before beginning work and at the end of shift. Participate in working Holiday rotations

JOB REQUIREMENTS

Minimum Education – Preferred

Equivalent of four (4) years of high school preferred.

Minimum Work Experience

Minimum of two (2) years relevant experience, preferably in hospital, healthcare or hospitality industry.

Required additional Knowledge and Abilities

• Customer service experience required.
• Able to effectively communicate with a diverse population in a polite, professional welcoming manner.
• Shows respect for all who enter regardless of age, race, color, nationality, sexual orientation, gender identity and/or expression.
• Excellent judgment and the ability to stay calm and level–headed in difficult situations.
• Able to problem solve and escalate matters to departmental leadership as appropriate.
• Basic Phone and computer skills required:
  • Access patient information through Epic (or ability to learn).
  • Basic use of Microsoft applications (Word, Excel, etc.).
• Present a professional appearance for work-setting.
• Takes ownership for a clean, safe work environment.
• Able to use good body mechanics to deliver items to patient floors and to assist patients in wheelchairs to their destinations.