Visitor Ambassador, 32 Hour, Evenings

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. Everyone is a caregiver at UMass Memorial Health – regardless of title or responsibilities. The organization employs over 20,000 employees working together as one health system in Central Massachusetts, committed to exceptional patient care, academic excellence, and leading‑edge research. This position is represented by the SHARE union (State Healthcare and Research Employees) and is assigned to cost center 10020‑5182.

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.

Qualifications

High school graduate or equivalent.

Skills

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

Pay

Hiring range: $19.74 – $26.96 per hour (final offer may vary within this range based on experience, skills, qualifications, and internal equity).

Schedule

Monday through Friday, weekends (Saturday and Sunday); scheduled hours 12:00 p.m.–8:30 p.m.; Shift 4 – Mixed Shift, 8 hours; 32 hours per week.

Benefits

Eligible for a signing bonus (eligibility confirmed by the Recruitment Team during the interview process).