Location: CHA Cambridge Hospital 
Work Days: Varied days, including day shifts, evening shifts, weekends, and holidays as needed
Category: Clerical and Administrative Support
Department: Front Desk at CHA Cambridge Hospital  
Job Type: Per Diem On Call  
Work Shift: Varied shifts on an as needed basis
Hours/Week: Varied hours
Union Name: CH Laborers 380

About the CHA Information Desk

Cambridge Health Alliance (CHA) is an innovative leader in community health, providing equitable care for all populations across Boston’s metro-north region. As a member of the Information Desk team at Cambridge Hospital, you will serve as the first point of contact, welcoming all patients and visitors to our CHA facilities, as well as offering assistance as needed with location directions, hospital escorts, and general informational services. By promptly and attentively engaging with each individual who enters the hospital lobby, our Information Desk team ensures that every patient and visitor immediately feels reassured, seen, and valued during their time at CHA.

Position Summary 

The Information Aide greets and assists patients, visitors, and employees at the Main Lobby Information Desk. This role is responsible for creating a welcoming, organized, and supportive environment while providing accurate information, directions, and assistance. The Information Aide may also support the training of volunteers and ensure smooth daily operations at the Information Desk.

Key Responsibilities

• Greet patients, visitors, and employees warmly and proactively as they enter the hospital lobby

• Provide clear directions, hospital information, and assistance with navigating the facility

• Escort patients and visitors when necessary, particularly those with language barriers, disabilities, age-related needs, or unfamiliarity with the hospital layout

• Respond to phone inquiries regarding patient conditions, hospital services, and directions in a professional and friendly manner

• Access patient information using EPIC or other Health Information Systems as appropriate

• Maintain a calm, reassuring demeanor and handle difficult situations professionally, seeking assistance when needed

• Remain informed about hospital events, programs, office locations, and meetings to provide accurate information

• Maintain awareness of lobby activities with special attention to safety and security concerns

• Ensure the Information Desk and waiting areas are clean, tidy, stocked, and welcoming

• Validate patient and visitor parking as appropriate

• Participate in training and orientation of new employees and Information Desk volunteers

• Ensure telephone coverage at all times and properly utilize all telephone features, including call transfers

• Maintain directories, handouts, and informational materials at the Information Desk

• Follow all CHA and department policies, including hospital security and confidentiality requirements

• Protect system access by signing in and out appropriately and safeguarding passwords

• Collaborate effectively with other hospital departments to support patient and visitor needs

Qualifications

Work Experience:

• Minimum of 3 years of customer service experience preferred 

Language Skills: 

• Fluency in English required 

• Fluency in a second language (Portuguese, Spanish, or Haitian Creole) strongly preferred

Please note that the final offer may vary within the listed Pay Range, based on a candidate's experience, skills, qualifications, and internal equity considerations.

In keeping with federal, state and local laws, Cambridge Health Alliance (CHA) policy forbids employees and associates to discriminate against anyone based on race, religion, color, gender, age, marital status, national origin, sexual orientation, gender identity, veteran status, disability or any other characteristic protected by law. We are committed to establishing and maintaining a workplace free of discrimination. We are fully committed to equal employment opportunity. We will not tolerate unlawful discrimination in the recruitment, hiring, termination, promotion, salary treatment or any other condition of employment or career development. Furthermore, we will not tolerate the use of discriminatory slurs, or other remarks, jokes or conduct, that in the judgment of CHA, encourage or permit an offensive or hostile work environment.