Patient Experience Supervisor

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

ESSENTIAL FUNCTIONS:

• Supervises and supports the daily activities of the Patient Experience Navigators, Ambassadors, Escort Dispatchers, Cashier and Transport.
  
• Recruit, onboard and train staff for all areas that report up to this position.
  
• Recruit, interview, onboard and manage the Volunteer Services program.
  
• Participate in training and mentoring of participants from the Year Up program.
  
• Ensures Ambassadors follow safety procedures and policies related to assisting patients out of vehicles, directing traffic and working with our parking and public safety partners to keep front entrance clear and accessible.

• Act as the first point of contact for escalated visitor and patient inquiries and resolve concerns.

• Makes frequent rounds in lobby waiting areas ensuring availability to respond to patient's non-clinical needs, and to address any issues or concerns.

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

• Provide effective leadership and facilitate interactions among staff to promote teamwork and create an overall harmonious work environment.

• Leverage technology such as Microsoft Teams, Epic and Voalte to communicate with clinical departments and track equipment such as wheelchairs and stretchers and facilitate retrieval when needed.

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

• Adhere to Customer Services Standards by demonstrating professionalism, alertness, helpfulness, and receptiveness to all patients, visitors and other staff members.

• Assume lead role in the recruiting, interviewing, selecting and hiring of new staff.

• Acclimate new employees to department, provide the necessary orientation and training to enable the employee to function effectively, seek opportunities for improvement and/or changes in the process which may impact effectiveness and efficiency.

• Assist with discipline, corrective action and performance evaluations for department, as well as providing feedback to staff on quality of work and areas of improvement. Complete performance evaluations for direct reports with the final review and approval from the Senior Manager/Director.

• 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. Interviews and conversations should be conducted in such a manner as to afford the patient or visitor reasonable audio and visual privacy.

• Analyze workflows to design creative schedules to accommodate changing business needs of the area and collaborate with colleagues as needed, to ensure the department has complete coverage.

• Conduct daily and/or monthly audits of staff work.

• Maintains records of customer interactions and provides reports to management as required

• Ensure cleanliness of lobby desk including equipment, chairs and workspace.

• Oversee lost and found items workflow including securing valuable items for Public Safety.

• Manage internal Ambassador Program including creating and posting schedules, notifications to employee volunteers and maintaining resource guides.

• Maintain accuracy of tip sheets, resource guides and directories used by Patient Experience Navigators and Volunteer Services team members.

• Provide cross coverage to other functional areas in Patient Access, as necessary.

• Attend and participate in various meetings and represent the department on special projects and initiatives.

• Process weekly payroll and manage time off requests.
  
• Other duties as assigned.

EDUCATION AND EXPERIENCE:

Bachelor's degree, preferably in health-care related field but extensive experience accepted in lieu of degree.

At least two years of experience working in a patient-facing role in a healthcare setting.

WORKING CONDITIONS:

Busy non-clinical environment with frequent interruptions. Due to the size and complexity of the area, the pace of work can be hectic and challenging so leveraging technology for communication purposes is a must. Because this position is patient-facing and the Hospital is always open, the Supervisor must be prepared to work outside his/her scheduled hours when required by the Manager. This is an essential employee role, during a state of emergency or disaster that may impact the operations of the Hospital, all employees in this role could be required to report for duty.

SKILLS AND PHYSICAL REQUIREMENTS:

1. Exceptional customer service skills.

2. Ability to use commons sense, decision-making and negotiating skills to achieve desired results.

3. Ability to function independently and prioritize work within established policies.

4. Thorough knowledge of hospital and inter-departmental functions.

5. Strong interpersonal relationship skills necessary to communicate effectively with patients and visitors,

support staff, nursing staff administrators, other hospital personnel and external organizations and

agencies.

6. Must be able to stand for long periods of time and able to push 100+ pounds.

7. Travel to area colleges and universities for Volunteer Services recruitment.

Physical Requirements

• Standing Occasionally 50%-75%
• Walking Occasionally 50%-75%
• Sitting Constantly 25%-50%
• Lifting Occasionally 25%
• Carrying Occasionally 10%
• Pushing Rarely 25%
• Pulling Rarely 25%
• Stooping Occasionally 10%
• Kneeling Rarely 10%
• Reaching Occasionally 10%
• Gross Manipulation (Handling) Constantly 50%-75%
• Fine Manipulation (Fingering) Frequently 50%-75%
• Feeling Constantly 50%-75%
• Vision - Far Constantly 100%
• Vision - Near Constantly 100%
• Talking Constantly 100%
• Hearing Constantly 100%

Pay Range

Grade