Job Description

Escort Associate

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

Under general supervision and following established procedures, Escort Associate performs a broad range of activities. The Escort Associate will actively support the day-to-day operations of Customer Service/Patient Escort within Materials Management, focusing on the delivery of patients, medical supplies, and specimens. Escort Associates will work closely with Customer Service Representatives, Team Leaders and Supervisors in order to deliver the highest level of service that meets and exceeds our department standards and service guarantees.

Principal Operational Duties And Responsibilities:

• Primary job functions of Escort Associates is the care and pick up and escort of patients to final destinations. Deliver supplies to units as needed and per ticket. The pick up and drop off of specimen deliveries, whether rounding or call down.
• Transport patients via stretcher, wheelchair, or bed. Patients move to and from test sites, patient floors, and physicians' offices. Specimen are also picked up and dropped off at the various labs. Supply and equipment deliveries are also moved throughout the patient units and OR floors.
• When escorting patient, delivering supplies/equipment, or picking up specimens Escort Associates need to always be mindful of the safety they need to take to ensure that Hospital protocol is being followed from yearly training.
• All three activities have measurement times that need to be met in order to deliver excellent service to all of our customers in the Hospital. Escort Associates main objective is to deliver service in a safe, timely manner following training and Hospital policies.
• When escorting patients, handling specimens, and delivering supplies Escort Associates should follow Infection Control Standards for cleaning equipment, handling specimen and covering supplies going to units. Standards are outlined in department policies/procedures.
• All work completed should be documentedand tracked in its appropriate device or manner according to the training and tracking devices used to maintain records.
• Exercises appropriate body mechanics, care and caution.
• Always be mindful of patient confidentiality and HIPPA.
• Responsible for the receipt and delivery of bulk medications from vendors to the pharmacy or nursing units as well as the transport of medication orders that are packaged for delivery from the pharmacy to various areas of MGH.
• Perform other duties as assigned.

Qualifications

Skills/Abilities/Competencies Required:

• Minimum of 2 years of Customer Service or similar work experience required; healthcare setting helpful.
• High School diploma or GED equivalent.
• Ability to work in a fast paced stressful environment.
• Exceptional customer service skills and patience when dealing with our customers.
• Requires excellent interpersonal and organizational skills.
• Strong customer service and interpersonal skills.
• Knowledge of department customer service procedures.
• Ability to gain product knowledge across departments.
• Ability to handle and prioritize multiple tasks effectively.
• Exceptional patience with all customers.
• Accuracy and attention to detail.
• Basic mathematical skills.
• Knowledge of Microsoft Office applications Outlook and Workday.
• Ability to learn use of dept. inventory systems and handheld devices.
• Perform accurate record keeping and data entry.
• Excellent verbal and written communication skills.
• Flexible, particularly in meeting scheduling needs.
• Working knowledge of office machines.
• Ability to work in a team environment.

Working Conditions:

• Standing/walking most of 8-10 hour shift.
• Lifting/carrying up to 40 lbs. under ideal safe lifting conditions as specified by NIOSH lifting equations.
• Pushing/pulling force. 33 lbs. initial force 13 lbs. sustained force.
• Some hazards associated with soiled linens, and soiled equipment.

Mass General Brigham Competency Framework

At Mass General Brigham, our competency framework defines what effective leadership "looks like" by specifying which behaviors are most critical for successful performance at each job level. The framework is comprised of ten competencies (half People-Focused, half Performance-Focused) and are defined by observable and measurable skills and behaviors that contribute to workplace effectiveness and career success. These competencies are used to evaluate performance, make hiring decisions, identify development needs, mobilize employees across our system, and establish a strong talent pipeline.

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