New job Ambassador in West Virginia

Ambassador

Company : West Virginia University Hospital
Salary : Details not provided
Location : West Virginia

Full Description

Provides a premier experience for all guests to WVU Hospitals. Proactively interacts with
patients, family members, visitors, vendors, and staff to ensure that
customers have a positive first impression, all interactions are meaningful,
and needs are taken care of in a prompt and professional manner. Under general
supervision performs a wide range of duties including transportation from
vehicle to building entrance screening, escorting/transporting to department,
badge retrieval, and discharge from hospital, waiting room oversight, and
other support as needed.

MINIMUM QUALIFICATIONS:
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
1.

High School Diploma or Equivalent.

2.

Valid Drivers License

PREFERRED QUALIFICATIONS:
EXPERIENCE:
1.

Two years experience in a high contact
customer service position or equivalent setting with demonstrated above
standard performance.

CORE
DUTIES AND RESPONSIBILITIES: The statements described
here are intended to describe the general nature of work being performed by people
assigned to this position. They are not intended to be constructed as
an all-inclusive list of all responsibilities and duties. Other duties
may be assigned.

1.

Provides a warm
welcome to patients, family members, visitors, and vendors upon arrival.

2.

Operates
external transportation vehicle (tram) with focus on assisting patient
movement between parking location and various building entrances.

3.

Assists in
proper traffic flow into and out of the assigned area.

4.

Anticipates
the customers needs and concerns, answers their questions, and takes the
appropriate action.

5.

Locates,
cleans, and maintains adequate supply of wheelchairs for use at the front
entrance of the designated area.

6.

Assists patients out of their vehicles
and helps place them into wheelchairs if necessary utilizing safe patient
handling equipment per policy and procedure.

7.

Provides way finding services for
patients and visitors to various hospital locations. Actively escorts
patient and visitors as needed. Assures that patients, family members,
visitors, and vendors are directed to the appropriate department without
exception.

8.

Informs patients, family members,
visitors, and vendors of hospital services, features, and amenities and
locations of various departments throughout the organization.

9.

Oversees assigned hospital waiting
room locations assuring visitor registration, prompt communication with
providers, adequate comfort amenities (water, coffee, etc.), and a clean,
tidy and esthetically pleasing physical environment.

10.

Provides support for inpatient
discharge from patient room to private vehicle including transportation of
patient and personal belongings to assure efficient and positive experience.

11.

Follows up with customer concerns and
complaints, assists in resolution of issues in a timely manner offering
service recovery methods when needed.

12.

Knowledge of hotels, local events,
venues and transportation options. Research by using a variety of
resources available including computers and phone. Provides
organizational and local maps, hotel accommodations, restaurant information,
area attractions, etc.

13.

Contacts community resources and other
pertinent sources on familys behalf. Provides information about WVUH,
the Morgantown area and addresses questions and concerns.

14.

Recognizes signs of persons
experiencing stress or personal trauma and provide support. Offers to
refer to Hospital Chaplain, Social Workers, Family House or other hospital
resources, if necessary.

15.

Maintains patient/family
confidentially.

16.

Actively participates in activities to
improve the job.

17.

Maintains
professional appearance, language, and demeanor.

18.

Assists in maintaining location
appearance and individual work area.

19.

Performs other duties as assigned.

PHYSICAL
REQUIREMENTS: The physical demands
described here are representative of those that must be met by an employee to
successfully perform the essential functions of this job. Reasonable
accommodations may be made to enable individuals with disabilities to perform
the essential functions.

1.

While performing the duties of this
job, the employee is regularly required to communicate effectively in order
to communicate with patients.

2.

The employee may be required to lift,
move, stoop, reach, and carrying of materials and equipment weighting 40+
pounds order to assist patients out of their vehicles and into wheelchairs.

3.

Must be able to reach above shoulder
level, stand, reach below knee level, kneel and squat, bend/twist at waste, grasp
with both hands, position/turn patients, push/pull wheel chair.

4.

Must be able to lift, push or pull 50
80 pounds for short durations.

5.

Ability to sit, stand, or walk for
extended periods

WORKING
ENVIRONMENT: The work environment characteristics described here are
representative of those an employee encounters while performing the essential
functions of this job. Reasonable accommodations may be made to enable
individuals with disabilities to perform the essential functions.

1.

Employee may be exposed to all types of weather conditions.

2.

Ability to work as a team with other employees.

3.

Ability to solve problems and deal with a variety of concrete
variables in situations where only limited standardization exists.

SKILLS

AND ABILITIES:
1.

Ability to use common sense and
highest level of customer services to carry out assignments.

2.

Ability to deal with standardized
situations with only occasional or minimal variables.

3.

Ability to operate all types of automobiles
and light trucks, both standard and automatic transmissions.

4.

Demonstrates basic computer and office
equipment skills.

5.

Exceptionally strong customer service
orientation, presence and perspective. Knowledge of customer service strategies
and tactics.

6.

Excellent communication skills with a
solid grasp of proper grammar and language.

7.

Excellent ability to communicate
effectively with patients, visitors, and staff at all levels of the
organization.

8.

Excellent verbal and written
communication skills and phone etiquette.

9.

Experience in dealing with multiple
demands simultaneously.

10.

Ability to deal with people of varying
personalities and temperaments.

11.

Good time management skills.

12.

Ability to take initiative to resolve
immediate problems.

13.

Ability to work independently and be
able to research and problem solve by accessing resources and implementing
actions.

14.

Ability to utilize the computer to
obtain information both internally and externally.

Date
Reviewed/Revised: August 2020

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