Ambassador

WVU Medicine

1d•Onsite

About The Position

This position provides a premier experience for all guests to WVU Hospitals. The Ambassador proactively interacts with patients, family members, visitors, vendors, and staff to ensure a positive first impression, meaningful interactions, and prompt, professional care for their needs. Under general supervision, the role involves a wide range of duties including transportation from vehicle to building entrance, screening, escorting/transporting to departments, badge retrieval, hospital discharge assistance, waiting room oversight, and other support as needed.

Requirements

High School Diploma or Equivalent.
Valid Driver’s License.

Nice To Haves

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

Responsibilities

Provides a warm welcome to patients, family members, visitors, and vendors upon arrival.
Operates external transportation vehicle (tram) with focus on assisting patient movement between parking location and various building entrances.
Assists in proper traffic flow into and out of the assigned area.
Anticipates the customer’s needs and concerns, answers their questions, and takes the appropriate action.
Locates, cleans, and maintains adequate supply of wheelchairs for use at the front entrance of the designated area.
Assists patients out of their vehicles and helps place them into wheelchairs if necessary utilizing safe patient handling equipment per policy and procedure.
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.
Informs patients, family members, visitors, and vendors of hospital services, features, and amenities and locations of various departments throughout the organization.
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.
Provides support for inpatient discharge from patient room to private vehicle including transportation of patient and personal belongings to assure efficient and positive experience.
Follows up with customer concerns and complaints, assists in resolution of issues in a timely manner offering service recovery methods when needed.
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.
Contacts community resources and other pertinent sources on family’s behalf. Provides information about WVUH, the Morgantown area and addresses questions and concerns.
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.
Maintains patient/family confidentially.
Actively participates in activities to improve the job.
Maintains professional appearance, language, and demeanor.
Assists in maintaining location appearance and individual work area.