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Patient Experience Liaison

Responsible for enhancing the overall patient and visitor experience within a healthcare setting. This position involves serving as a liaison between patients, families, and hospital staff, providing exceptional customer service, and ensuring a welcoming and supportive environment. This role also assists with patient navigation, address concerns, and promote a positive hospital image.

Essential Functions

• Greet patients, visitors, and staff with a warm and professional demeanor.
• Assist patients and visitors with navigation within the hospital, including directions to departments, facilities, and services.
• Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner.
• Assist patients with check-in and check-out processes, ensuring a smooth and efficient experience.
• Act as a liaison between patients, families, and hospital staff, ensuring clear and effective communication.
• Inform patients and visitors about additional hospital services and programs that may benefit them.

Qualifications

Hours: 09:00-17:30

Education: High School Diploma or Equivalent required or Associate's Degree Healthcare Administration preferred or Associate's Degree Related Field of Study preferred

Can this role accept experience in lieu of a degree? Yes

Licenses and Credentials: N/A

Experience: Experience in customer service, healthcare, or a similar setting 0-1 year preferred

Knowledge, Skills and Abilities: Exceptional interpersonal and communication skills, with a strong focus on customer service. Ability to handle sensitive situations with empathy and professionalism. Strong problem-solving skills and the ability to work under pressure. Proficiency with office software (e.g., Microsoft Office Suite) and general administrative tasks. Ability to work collaboratively with teams and departments.

Physical Requirements

• Standing Frequently (34-66%)
• Walking Frequently (34-66%)
• Sitting Occasionally (3-33%)
• Lifting Frequently (34-66%) 50lbs+(w/assisted device)
• Carrying Frequently (34-66%) 20lbs - 50lbs
• Pushing Occasionally (3-33%)
• Pulling Occasionally (3-33%)
• Climbing Rarely (Less than 2%)
• Balancing Frequently (34-66%)
• Stooping Occasionally (3-33%)
• Kneeling Occasionally (3-33%)
• Crouching Occasionally (3-33%)
• Crawling Rarely (Less than 2%)
• Reaching Frequently (34-66%)
• Gross Manipulation (Handling) Frequently (34-66%)
• Fine Manipulation (Fingering) Frequently (34-66%)
• Feeling Constantly (67-100%)
• Foot Use Rarely (Less than 2%)
• Vision - Far Constantly (67-100%)
• Vision - Near Constantly (67-100%)
• Talking Constantly (67-100%)
• Hearing Constantly (67-100%)

Remote Type: Onsite

Work Location: 2014 Washington Street

Scheduled Weekly Hours: 40

Employee Type: Regular

Work Shift: Day (United States of America)

Pay Range: $17.71 - $23.55/Hourly

Grade: 2

At Mass General Brigham, we believe in recognizing and rewarding the unique value each team member brings to our organization. Our approach to determining base pay is comprehensive, and any offer extended will take into account your skills, relevant experience if applicable, education, certifications and other essential factors. The base pay information provided offers an estimate based on the minimum job qualifications; however, it does not encompass all elements contributing to your total compensation package. In addition to competitive base pay, we offer comprehensive benefits, career advancement opportunities, differentials, premiums and bonuses as applicable and recognition programs designed to celebrate your contributions and support your professional growth.

EEO Statement:

4100 Newton-Wellesley Hospital is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religious creed, national origin, sex, age, gender identity, disability, sexual orientation, military service, genetic information, and/or other status protected under law. We will ensure that all individuals with a disability are provided a reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. To ensure reasonable accommodation for individuals protected by Section 503 of the Rehabilitation Act of 1973, the Vietnam Veteran's Readjustment Act of 1974, and Title I of the Americans with Disabilities Act of 1990, applicants who require accommodation in the job application process may contact Human Resources at View phone number on click.appcast.io.