Hospitality Desk Ambassador, Team Lead

The Hospitality Desk AmbassadorTeam Lead will oversee day-to-day Info Desk workflow, onboarding and training, problem solving and improving efficiencies while ensuring their team facilitates exceptional service to our patients, visitors, and colleagues as aligned with organizational values and mission.
Principle Duties and Responsibilities
• Actively greet patients, family/visitors, and staff in a polite, professional, friendly, and welcoming manner.
• Round on Hospitality Desks to provide support and act as a resource. Appropriately escalate issued to leadership in a timely manner.
• Assists with inquiries and requests by actively listening and clearly responding. Provides information regarding hospital services and office locations, as well as clear and understandable directions.
• Maintain an environment that promotes collaborative work relationships.
• Assist leadership team with interviewing, selecting, onboarding, and training Hospitality Desk Ambassadors.
• Ensure team members are compliant with all mandatory HealthStream trainings and applicable vaccinations, such as our flu policy.
• Advise team on internal policies and procedures, and act in partnership with leadership to support and promote individual self-development.
• In partnership with leadership team, motivate staff to ensure goals and objectives are met.
• Assist with the scheduling of Hospitality Desk Ambassadors, as needed.
• 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.
• Adheres to Departmental attendance and punctuality policies and procedures, including the use of time keeping software before beginning work and at the end of the day. Assist with training team on proper timekeeping standards.
• Engages with all levels of Hospital professionals, administrative and support staff, as well as patients, visitors, and representatives of other organizations with diplomacy and communicates in a manner that demonstrates respect, inclusivity, patience, professionalism, and a commitment to the team.
• 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 disposed of in designated shredding bins.
• Ensures compliance with healthcare standards established by the Department, Hospital Administration, Medical Staff and outside regulatory and accreditation agencies.
• Communicate and enforce entrance policies which may include universal masking and visitor restrictions.
• Serve as a supply resource for the Hospitality Desk Ambassador Team. Monitor inventory regularly and ensure team members have what they need to be effective. Must communicate supply shortfalls to leadership team.
• Executes departmental policy regarding HIPAA requirements.
• Initiates emergency codes and participates in actual or mock emergency procedures.
• Uniform requirements.
• Holiday rotations.
• Performs other duties, special projects and covers other services as assigned.
Interpersonal Skills
• Experience with, knowledge of, or desire to learn about elements of exceptional customer service, with awareness of the sensitivities related to its critical impact on patient experience and the hospital mission.
• Proficiency in oral and written communication
• Heightened ability to effectively interact with various levels of the organization, leveraging different styles to manage challenging communications with a diverse set of customers.
• Demonstrated ability to enact good judgment, tact, sensitivity, and the ability to function in a fast-paced, constantly changing environment.
• Ability to maintain confidentiality regarding patients, their medical histories, demographic information, etc.
Qualifications
• Bachelor's degree or equivalent preferred; high school diploma required.
• Proven experience in like setting is acceptable in lieu of educational requirements.
• 2+ years' customer service experience required; healthcare environment strongly preferred.
• Computer skills, Microsoft Office package, EPIC knowledge, or ability to become proficient in EPIC.
EEO Statement
Brigham and Women's Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, sex, color, religion, national origin, sexual orientation, protected veteran status, or based on disability.