Escort Dispatcher

Site: Massachusetts Eye and Ear Infirmary

Mass General Brigham relies on a wide range of professionals, including doctors, nurses, business people, tech experts, researchers, and systems analysts to advance our mission. As a not-for-profit, we support patient care, research, teaching, and community service, striving to provide exceptional care. We believe that high-performing teams drive groundbreaking medical discoveries and invite all applicants to join us and experience what it means to be part of Mass General Brigham.

Job Summary

Responsible for coordinating and ensuring the smooth movement of patients, visitors, and staff within the premises by responding to incoming requests for escorts and provide wheelchair assistance and guidance to individuals navigating the premises; especially those having trouble ambulating due to physical limitations. Responding to incoming calls and inquiries from patients, visitors, and hospital staff requesting escorts or assistance with wayfinding. Gather relevant information, including the location, destination, and specific needs of the individual requiring an escort. Assess the urgency and prioritize escort requests based on the nature of the situation. Communicate with various departments, such as nursing units, outpatient clinics, and administrative offices, to facilitate efficient escort services. Have the ability to work in ALL weather conditions as the role is hybrid with an emphasis of welcoming, directing and helping patients get in and out of vehicles. Collaborate with security personnel and other hospital staff to address any security or safety concerns during escorts.

Full-Time Position: 9:00am - 5:30pm Mon-Fri

Education
High School Diploma or Equivalent required

Can this role accept experience in lieu of a degree?
No

Licenses and Credentials

Experience
Customer Service Experience 1-2 years preferred

Essential Functions:

1. Actively greets patients, family/visitors, and staff in a polite, professional, friendly, and welcoming manner

2. Communicate and educate on entrance policies which may include universal masking and visitor restrictions.

3. Responds to requests from patients requiring escort or assistance

4. 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.

5. Works in collaboration with volunteers to ensure patients, family/visitors, and staff receive accurate, timely, and service-oriented assistance.

6. Address and resolve patient and visitor inquiries, concerns, and complaints in a timely and empathetic manner.

7. Utilize approved technologies and methods of communication with Lobby Navigators to coordinate pick up and drop off of patients and visitors.

8. Initiates emergency codes and participates in actual or mock emergency procedures

9. 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.

10. Responsible for troubleshooting concerns, issues and/or difficult situations by taking necessary steps or referring to appropriate individuals within Public Safety.

11. Work with Public Safety and Parking teams to ensure proper patient flow does not disrupt access to entrances and exits, café, elevators and waiting areas.

12. Adhere to customer services standards by demonstrating professionalism, alertness, helpfulness, and

receptiveness to all patients, visitors and other staff members.

13. 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 secured and stored. Conversations should be conducted in such a manner as to afford the patient or visitor reasonable audio and visual privacy.

14. Performs other duties as assigned within the scope of the Escort Dispatcher role.

15: Comfortable working in ALL weather conditions.

• Ability to be comfortable working in all weather conditions. Gear will be provided.

Physical Requirements

• Standing Frequently (70-100%)
• Walking Frequently (70-100%)
• Sitting Occasionally (3-33%)
• Lifting Frequently (34-66%) 35lbs+ (w/assisted device)
• Carrying Frequently (34-66%) 20lbs - 35lbs
• 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%)

Onsite

243-245 Charles Street

40

Regular

Day (United States of America)

Pay Range

$20.84 - $29.79/Hourly

Grade

4

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. We invite you to apply, and our Talent Acquisition team will provide an overview of your potential compensation and benefits package.

5110 Massachusetts Eye and Ear Infirmary 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 (857)-282-7642.

Mass General Brigham Competency Framework