Jesse Grant has been a patient ambassador at Johns Hopkins Hospital’s East Baltimore campus for three years. Affectionately known as “Mr. Jesse” around the hospital, Grant is an example of the service excellence Johns Hopkins aims to provide to all patients, visitors and staff members. Born in Alexandria, Virginia, and raised in Baltimore, Grant attributes his strong values to his grandparents, who raised him.
Before becoming a patient ambassador, Grant drove the bus for the Maryland Transit Administration (MTA) for 25 years. A life-changing event on the job brought him to The Johns Hopkins Hospital for the first time in 1994. “Two young guys robbed me and shot me in the chest at Old Town Mall in Baltimore while I was driving the bus. Luckily, Hopkins Hospital wasn’t far away,” says Grant. After five operations and several weeks in the hospital, he was thankful to return home with his life.
After the MTA, Grant drove for a mobility company for 11 years. During his time there, he met Bonnie Windsor, the vice president of human resources at Johns Hopkins at the time. His high level of customer service and attention to detail prompted Windsor to offer Grant a position at the hospital. “I would get off the bus to greet people and help people on and off, direct traffic, and anything else to make sure my riders made it to their destinations safely. People are very receptive to that type of customer service,” says Grant.
As patient ambassador, Grant has many roles. His primary post is at the Orleans Street entrance of the main hospital, where he starts his day around 7:30 each morning. Throughout the day, he greets patients and visitors, handles mobility services, assists at the information desk, escorts people to their destinations, and even waves in cabs to cut down wait times for patients headed home. No matter the task, Grant smiles at every passerby and even tries to remember everyone’s name.
Those who do not know Mr. Jesse by name may recognize a large portrait of him hanging in the Nelson Building. “The people from the hospital voted. And for some reason, they picked me to be the face of the hospital. I was so overwhelmed when my manager showed me the picture for the first time. Later, I found out that my picture is in every Johns Hopkins institution,” Grant recalls.
In August, Grant was recruited by the Baltimore Ravens as a “gameday ambassador.” He says he looks forward to giving the fans the same level of customer service he provides for every hospital visitor. “I just want people to be happy because I don’t know what they’re going through,” he says. “If I can make a difference, then I’ve done my job. That’s just me.”
Grant enjoys bowling and playing basketball with his longtime friends. He also likes spending time with his four grandsons: Brandon, Jacob, Carter and Jaden. They often run around in the park or play in his backyard. “The love from my family keeps me going,” Grant says. “They are the joys of my life and they inspire me to be the best man I can be.”