Wellness Ambassador (Full Time)

VPNE•Burlington, MA

About The Position

The Ambassador role is responsible for providing exceptional customer service to patients, families, and visitors to the hospital. The focus of this position is to serve as a liaison between the hospital staff and patients, ensuring that patients feel welcomed and comfortable, being action and solution-driven, and carrying a positive and engaging attitude to provide exceptional guest service. A fitting candidate will have prior experience in a customer-facing position. The ideal hospital ambassador should possess excellent communication skills, a friendly and approachable demeanor, keen attention to detail, practical multitasking abilities, and the ability to remain calm and professional in high-pressure situations.

Requirements

Years of Experience: Entry Level
Language Skills: Proficient in English both verbally and written
Education Requirements: High School Diploma
Must be 18 or older to apply
Ability to pass a criminal background check
Ability to effectively communicate, read, and write in English
Ability to sit for extended periods and the ability to walk short distances
Ability to operate a computer and cash register
Ability to count money and make change if necessary
Be able and willing to smile during every customer interaction
Maintain uniform standards
Maintain a professional and polite manner
Adheres to VPNE’s attendance policy

Responsibilities

Actively greets patients, family/visitors, and staff in a polite, professional, friendly and welcoming manner.
Screen staff, patients and visitors as indicated by Mass General Brigham and NWH procedure and provide information and direction as appropriate. This may include asking a series of screening questions, providing technological support, utilizing application-screening tools, etc.
Communicate and enforce entrance policies, which may include universal masking and visitor restrictions.
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.
Ensures hospital lobbies and public areas are clean, safe and uncluttered in accordance with all infection control standards.
Responds to requests from patients requiring escort or assistance.
Provides accurate, service-oriented responses to a wide variety of inquiries while protecting patient confidentiality in accordance with HIPAA policies and guidelines.
Works in collaboration with other departments to ensure patients, family/visitors, and staff receive accurate, timely and service-oriented assistance.
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
May have to work other shifts as necessary including holiday rotations
Performs other duties as assigned within the scope of the Hospital Ambassador role.
Respects and maintains patient confidentiality.