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Hospitality Desk Ambassador

3 months ago

Boston, United States Brigham & Women's Hospital(BWH) Full time

**Hospitality Desk Ambassador**
- (3287113)

**Brigham and Women’s Hospital is committed to putting every Patient First. Every employee plays a role in providing a positive impact on patients and the care they receive at Brigham and Women’s Hospital. Our service will be distinguished by the delivery of high-quality and safe patient care, respect and dignity in all interactions with patients, families and colleagues and by customer service excellence.**

***The Hospitality/Info Desk Ambassador will be responsible for the following duties, including but not limited to**:
***Primary Responsibilities**:

- Actively greets patients, family/visitors, and staff in a polite, professional, friendly, and welcoming manner.
- Communicates entrance policies which may include universal masking and visitor restrictions.
- Monitor and refill mask dispensers and hand sanitizing stations.
- 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.
- Responds to requests from patients requiring escort, wayfinding, or assistance, utilizing wheelchairs when appropriate.
- Ensures hospital lobbies and public areas are clean, safe, and uncluttered in accordance with all infection control standards.
- Works in collaboration with volunteers to ensure patients, family/visitors, and staff receive accurate, timely, and service-oriented assistance.
- Maintain a clean desk area, ensuring a neat and orderly appearance.
- Initiates emergency codes and participates in actual or mock emergency procedures.
- Performs other duties as assigned within the scope of the Hospitality/Info Desk Ambassador role.

**Additional Responsibilities**:

- EPIC knowledge or ability to become proficient in EPIC in order to locate patient’s appointment and provide clear and accurate directions.
- Answers telephone inquiries regarding general information, patient location or hospital policy and transfers telephone calls to appropriate destination with a warm hand off.
- Cross training in patient access areas, deployed to various posts within the department as needed.
- Connect with materials management to provide entrance locations with mask inventory.
- Must work well as part of a team and stay calm during stressful situations.

**Adheres to hospital 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.
- Uniform requirements
- Holiday rotations if applicable.

**Qualifications -**

**Basic Requirements**:

- High school diploma/GED or minimum 5 years of relevant work experience required
- A minimum of 3-6 months experience in an office or health care setting preferred
- Requires interpersonal relationship skills to effectively communicate with patients, their families, physicians, and other support personnel.
- Moderate typing skills, computer experience, Microsoft Office package
- Requires good judgment, tact, sensitivity, and the ability to function in a stressful environment.
- Requires the ability to maintain confidentiality regarding patients, their medical histories, demographic information, etc.
- Requires the ability to strictly adhere to Customer Service Standards

**Working Conditions**:
**Fast paced, often standing, and some moderate lifting. May need to wear a face mask at all times.**

BWH Behavioral Competencies (required of all employees)

1. People: Focus on serving the community through collaboration and respect

Inclusiveness

Definition: Maintain an environment where individuals value and respect differences in all situations. Stand firm against intolerance and bias to create a welcoming environment and respect all individuals regardless of race, gender identity, ethnicity, language, sexual orientation, age, physical or mental ability, religion, socio-economic status, or national origin.

a) Work effectively with others who have diverse perspectives, talents, roles, backgrounds and/or styles

b) Contribute to a positive team environment where differences are respected, supported and are free from stereotyping and offensive comments

c) Be professional when approached about behaviors that might be perceived as disrespectful

Open Communication

Definition: The ability to effectively articulate and receive information in a clear, concise and timely manner.

a) Practice active listening skills

b) Foster and maintain an environment that respects open dialogue, differences of opinion, as well as diverse communication styles

c) Ensure that information is shared in a clear, accurate, and timely manner using the appropriate communication method for your audience

d) Express oneself clearly and professionally in your verbal, non-verbal, written, and electronic communication

Building Collaborative Relationships

Defi