Lead Security Ambassador - 1st Shift (Mon-Fri 7am-3:30pm)

Overview

This position is fully onsite Monday-Friday from 7am-3:30pm.

Under the general direction of the Security Ambassador Program Manager, the Lead Security Ambassador plays a critical role in overseeing the day-to-day operations of the Security Ambassador team. Responsible for ensuring that the department provides an effective and well-run screening process. This position combines high-level customer service with frontline security awareness, serving as the first point of escalation for issues involving patients, visitors and workforce members. Creates and maintains a positive image as the initial point of contact. The Lead Security Ambassador assists, provides direction, concierge and other guest services to patients, visitors or workforce members. This role works with departmental managers, directors and building staff to provide follow up or process improvement.

The Lead Security Ambassador provides on-the-floor supervision during their shift, collaborates closely with the Supervisor on Duty, and ensures an efficient, compassionate, and well-coordinated experience at all entry points. This role requires flexibility, the ability to travel between sites as needed, and a proactive approach to resolving conflict while maintaining a welcoming and secure environment.

Located in Boston and the surrounding communities, Dana-Farber Cancer Institute is a leader in life changing breakthroughs in cancer research and patient care. We are united in our mission of conquering cancer, HIV/AIDS and related diseases. We strive to create an inclusive, diverse, and equitable environment where we provide compassionate and comprehensive care to patients of all backgrounds, and design programs to promote public health particularly among high-risk and underserved populations. We conduct groundbreaking research that advances treatment, we educate tomorrow's physician/researchers, and we work with amazing partners, including other Harvard Medical School-affiliated hospitals.

Responsibilities

• Provides daily on-the-floor supervision for Security Ambassadors, ensuring consistent delivery of excellent service and safety.
• Leads by example and is able to perform all Security Ambassador duties as needed to support operations.
• Maintains flexibility to travel between regional locations to provide support and coverage.
• Collaborates with the Supervisor on Duty and communicates with the Program Manager on staffing, concerns, incidents, and ongoing improvements.
• Escalates patient, visitor and operational concerns appropriately, ensuring documentation and follow up.
• Maintains staff schedules to maintain appropriate staffing levels and develops contingency plans for scheduled/unscheduled absences.
• Trains, mentors, and supports Security Ambassadors in delivering high-quality customer service and upholding safety protocols.
• Monitors screening process, access control and lobby workflows; suggests updates to improve efficiency.
• Assists with patient/visitor wayfinding, emergency transportation coordination and support for individuals with mobility challenges.
• Collaborates with other departments to resolve needs quickly.
• Provides a visible security presence, de-escalating conflict and enforcing hospital policies.
• Supports broader security efforts during emergencies such as fires, medical events or disaster responses.
• Ensures that the program maintains a welcoming posture in our lobbies.
• Updates workflows and SOP’s to ensure consistency.
• Provides a high level of customer service by interacting with patients, visitors and staff in a professional manner that is proactive, friendly and helpful.
• Communicates specific patient, visitor, and staff requests accurately to other departments such as transportation, patient relations, environmental services, etc. to ensure complete follow-up.
• Maintains assigned post area in clean and orderly fashion.
• Reports and keeps current on security issues and concerns.
• Provides other assistance to Security field staff as directed.
• Performs additional duties as assigned.

Qualifications

• High School diploma or GED required.
• Three years of customer service experience required; Four years of customer service experience within the healthcare or hospitality 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).
• Strong 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.
• Excellent interpersonal and de-escalation skills; able to remain calm under pressure.
• Strong supervision, training and coaching ability
• Capable of assessing situations quickly and acting decisively.
• Proficiency in Microsoft Office software applications
• Strong communication and collaboration skills; able to hear diverse perspectives and guide resolution.
• Patience and flexibility to meet constantly changing demands
• Ability to multitask and shift between service and security priorities
• Ability to maintain confidentiality and uphold privacy policies
• 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.