Visitor Ambassador, 24 Hour, Days

About the role

Acts as the customer service informational resource for patients, families and visitors as they enter the hospital. Works collaboratively with other departments to ensure patient/customer satisfaction.

Major Responsibilities

• Ensures that patients and visitors are greeted in a prompt and courteous manner and provided with accurate information regarding services, fostering a positive image of UMass Memorial Medical Center.
• Provides patients, visitors and callers with basic patient status information as well as patient visiting times and procedures.
• Produces and provides standardized directions to UMMMC facilities.
• Ensures that procedures for patient security and confidentiality are followed.
• Assists with the visitor management program which will include screening, documenting data into the computer, tracking visitor location and possible temperature checks.
• Utilizes computers to access daily schedule of patients and sites of service and provides patients with appointment schedules and appointment information as necessary.
• References information on patient location, admissions and discharges, patient phone numbers and visitor instructions.
• Manages a high volume of telephone calls concerning patients, visitors, vendors and staff.
• Helps arrange taxi or other basic transportation.
• Monitors visitor activities in the lobby area and notifies Security of potential problems.
• Arranges for escorts for patients and visitors to assigned areas.
• Distributes PPE to employees, patients and visitors.

Position Qualifications

• Required: High School graduate or equivalent.

Experience/Skills Required

• Strong customer service (1 year +) and communication skills.
• Phone and computer skills.
• Ability to multitask and prioritize.
• Familiarity with basic medical terminology.

Schedule

Monday through Friday, Weekends (Saturday and Sunday) | 7:00 a.m.–3:30 p.m. | 8-hour mixed shift | 24 hours per week

Pay

Non-Exempt | $19.74 – $26.96 per hour (final offer may vary based on experience, skills, qualifications, and internal equity considerations). A signing bonus may be available; eligibility confirmed during the interview process.

Union

SHARE (State Healthcare and Research Employees)