Escort Dispatcher
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Job Location:
Boston, NH - USA
Hourly Salary:
$ 20 - 29
Posted on:
11 hours ago
Vacancies:
1 Vacancy
Job Summary
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
Under guidance from the Patient Experience Supervisor the Escort Dispatcher is 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 which includes greeting all staff patients and visitors to enhance their experience while participating in the layered screening approach to aid in the continued safety of Mass Eye and Ear.Qualifications
Education
High School Diploma or Equivalent required
Can this role accept experience in lieu of a degree
No
Licenses and Credentials
Experience
Customer Service Experience 1-2 years preferred
Knowledge Skills and Abilities
- Familiarity with hospital operations including different departments units and key locations within the facility.
- Comfortable working in ALL weather conditions. A hybrid role involving assisting patients outside and within hospital premises.
- Proficient in using computer systems and software for data entry record-keeping and communication.
- Ability to work in a fast-paced environment remaining composed and professional under pressure.
- Good problem-solving skills with the ability to think quickly and make appropriate decisions in dynamic situations.
- Effective teamwork and collaboration skills as you will be interacting with various hospital personnel and departments.
Essential Functions:
1. Actively greets patients family/visitors and staff in a polite professional friendly and welcoming manner
2. Communicate and educate on entrance policies which may include universal masking and visitor restrictions.
3. Responds to requests from patients requiring escort or assistance
4. Assists with patient and family/visitor inquiries and requests by actively listening and clearly responding. This includes but is not limited to providing information regarding hospital services and office locations as well as clear and understandable directions.
5. Works in collaboration with volunteers to ensure patients family/visitors and staff receive accurate timely and service-oriented assistance.
6. Address and resolve patient and visitor inquiries concerns and complaints in a timely and empathetic manner.
7. Utilize approved technologies and methods of communication with Lobby Navigators to coordinate pick up and drop off of patients and visitors.
8. Initiates emergency codes and participates in actual or mock emergency procedures
9. Adheres to Departmental policies and procedures including but not limited to: Attendance and punctuality including the use of time keeping software before beginning work and at the end of day.
10. Responsible for troubleshooting concerns issues and/or difficult situations by taking necessary steps or referring to appropriate individuals within Public Safety.
11. Work with Public Safety and Parking teams to ensure proper patient flow does not disrupt access to entrances and exits café elevators and waiting areas.
12. Adhere to customer services standards by demonstrating professionalism alertness helpfulness and
receptiveness to all patients visitors and other staff members.
13. Maintain patient confidentiality and privacy by accessing patient information only to the extent necessary to fulfill assigned duties. All patient information must be kept private confidential and secure. All lists reports files and documents must always be properly secured and stored. Conversations should be conducted in such a manner as to afford the patient or visitor reasonable audio and visual privacy.
14. Performs other duties as assigned within the scope of the Escort Dispatcher role.
Additional Job Details (if applicable)
Physical Requirements
- Standing Frequently (70-100%)
- Walking Frequently (70-100%)
- Sitting Occasionally (3-33%)
- Lifting Frequently (34-66%) 35lbs (w/assisted device)
- Carrying Frequently (34-66%) 20lbs - 35lbs
- 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 (70-100%)
- Hearing Constantly (80-100%)
Remote Type
Work Location
Scheduled Weekly Hours
Employee Type
Work Shift
Pay Range
$20.43 - $29.21/HourlyGrade
4EEO Statement:
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.
Key Skills
- Typing
- Data Entry
- Customer Service
- AS400
- Transportation Management Systems
- Computer Skills
- Paratransit
- Microsoft Outlook
- Computer Literacy
- Dispatching
- Logistics
- Phone Etiquette
About Company
Patients at Mass General have access to a vast network of physicians, nearly all of whom are Harvard Medical School faculty and many of whom are leaders within their fields.
