Lead Security Ambassador

This position is Monday through Friday 10am-6:30pm and alternating weekends. It is also eligible for our Evening and Weekend Shift Differentials. 

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute brings together world renowned clinicians, innovative researchers and dedicated professionals, allies in the common mission of conquering cancer, HIV/AIDS and related diseases. Combining extremely talented people with the best technologies in a genuinely positive environment, we provide compassionate and comprehensive care to patients of all ages; we conduct research that advances treatment; we educate tomorrow's physician/researchers; we reach out to underserved members of our community; and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

Under the general direction of the Security Ambassador Program Supervisor, the Lead Security Ambassador provides direct oversight of the screening and access control process provided by Security Ambassadors.  Responsible for ensuring that the department provides an effective and well-run screening process. Provides assistance, direction, concierge and other guest services to patients and visitors. Provides high level of customer service by interacting with patients, visitors, and staff in a professional manner that is proactive, friendly, and helpful. Creates and maintains a positive image as initial point of contact for patients, visitors, and staff.

• Ensures that the ambassador program is adequately staffed and deployed to manage the volume of patients/families and visitors.
• Ensures that the program maintains a welcoming posture in our lobbies.
• Updates workflows and SOP’s to ensure consistency.
• Updates and maintains the ambassador schedules.
• Provides training and direction to the ambassadors.
• Anticipates changing needs of the program and communicates recommendations to the management team.
• Provides a high level of customer service by interacting with patients, visitors and staff in a professional manner that is proactive, friendly and helpful.
• Welcomes and acknowledges visitors, patients, and staff; provides information and directions to patients and visitors. Anticipates the needs of others.
• Assists individuals with disabilities and/or mobility issues with obtaining transportation and other services.
• Communicates specific patient, visitor, and staff requests accurately to other departments such as transportation, patient relations, environmental services, etc. to ensure complete follow-up.
• Helps to coordinate patient transportation out of the hospital as needed (taxi, shuttle, etc.).
• Maintains assigned post area in clean and orderly fashion.
• Provides a security presence, which includes conflict resolution, access control and requesting services. Enforces rules and regulations (smoking, etc.) as required.
• Reports and keeps current on security issues and concerns.
• Provides support to Security field services during fires, mass casualty events, HAZMAT occurrences, medical emergencies and other emergency events as needed.
• Provides other assistance to Security field staff as directed.
• Performs additional duties as assigned.

• High School diploma or GED required.
• Three years of customer service experience; Four years of customer service experience within the healthcare or hotel setting preferred.
• Must submit to and pass an initial and annual criminal background check.
• Must obtain and maintain certification in CPR/AED/First Aid (training provided by department).
• Excellent communication skills, friendly and outgoing with a commitment to service. Multi-language skills a plus.

KNOWLEDGE, SKILLS, AND ABILITIES REQUIRED:

• Exemplary customer service and communication skills.
• Strong verbal de-escalation skills
• Demonstrated strong problem-solving ability.
• Ability to remain calm in stressful situations and to multitask as needed.
• Reliable and flexible.

At Dana-Farber Cancer Institute, we work every day to create an innovative, caring, and inclusive environment where every patient, family, and staff member feels they belong.  As relentless as we are in our mission to reduce the burden of cancer for all, we are equally committed to diversifying our faculty and staff.  Cancer knows no boundaries and when it comes to hiring the most dedicated and diverse professionals, neither do we. If working in this kind of organization inspires you, we encourage you to apply.

Dana-Farber Cancer Institute is an equal opportunity employer and affirms the right of every qualified applicant to receive consideration for employment without regard to race, color, religion, sex, gender identity or expression, national origin, sexual orientation, genetic information, disability, age, ancestry, military service, protected veteran status, or other characteristics protected by law.

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