Ambassador - Fairmont Medical Center

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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 Driver’s License.

PREFERRED QUALIFICATIONS:

EDUCATION, CERTIFICATION, AND/OR LICENSURE:

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 customer’s 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 family’s 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.

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 effect