Hospital Programs Manager

Ronald McDonald House Charities of the Bluegrass•Lexington, KY

2d•Hybrid

About The Position

The Hospital Programs Manager supports the Mission and Core Values of Ronald McDonald House Lexington. The mission of Ronald McDonald House Lexington is to provide essential services that remove barriers, strengthen families, and promote healing when children need healthcare. Primary functions include overseeing the day-to-day operations and strategic growth of the Ronald McDonald Family Room at Golisano Children’s Hospital (GCH) at UK, the NICU Family Lounge, and Care Cart programs. Core duties include recruiting, training, scheduling, coordinating, supervising, evaluating, and recognizing Hospital Programs staff and volunteers. The Manager ensures adequate staffing and volunteer coverage, operational continuity, and the consistent distribution of supplies for all Ronald McDonald House Hospital Programs. The Hospital Programs Manager upholds program functions in alignment with Chapter, Global, and Hospital guidelines. Responsibilities include ensuring exceptional support for patient families by overseeing staff and volunteers, maintaining compliance with hospital partner requirements, and stewarding relationships across the hospital and broader community. This role also supports program development through the identification of emerging needs, implementation of new services, and evaluation of existing programs. This position requires strong organizational, leadership, and interpersonal skills to build collaborative partnerships, engage volunteers, supervise staff, manage budgets, and ensure programs meet both operational and strategic goals. All team members are expected to advance the mission of Ronald McDonald House Lexington in a manner consistent with our core values of Community, Innovation, Integrity, Passion, Positivity, and Respect. We serve together to keep families close!

Requirements

Bachelor’s Degree in a related field (ie Social Work, Public Health, Hospital Administration, or Business Administration); or 3 years of direct experience in a related role.
Excellent people skills and experience with and ability to relate to, lead, manage, and motivate people of diverse backgrounds.
Excellent verbal and written communications skills.
Computer proficiency and ability to navigate, leverage, learn, and deploy new technology.
Proficiency in Microsoft Office, including Word, Excel, and Outlook, is required.
Demonstratable problem solving and decision-making skills with the ability to work independently and collaboratively in a flexible, team-oriented environment.
Thorough understanding of and experience in providing outstanding customer service.
Comfortable and confident in a public setting to articulate and further the mission of Ronald McDonald House.
Experience with budget management and data-informed decision making.
Possess high levels of organizational and record keeping skills.
Walking moderate distances; lifting, carrying, pushing, and pulling materials and equipment, including items weighing up to 40 pounds; and sitting or standing for extended periods of time.
Valid driver’s license and the ability to meet the organization’s insurability requirements.
Ability to communicate effectively in English and have the visual and auditory ability necessary to perform the essential functions of the role.
Must meet all hospital onboarding, health screening, and site-access requirements before working on site.
Successful completion of a criminal background check and drug screening.

Nice To Haves

Experience using Google Calendar is preferred.
Experience administering volunteer management platforms is preferred.
Experience with VolunteerHub a bonus.

Responsibilities

Maintain, stock, and coordinate distribution of supplies for all Hospital Programs and Care Carts, including assessing inventory, ordering, pickup, and delivery utilizing the Ronald McDonald House company vehicle.
Oversee safe food handling and distribution processes within Hospital Programs, including management of commercial refrigeration, inventory assessment, restocking coordination, and compliance with all health and safety standards.
Provide a welcoming and supportive environment for patient families by engaging with guests, monitoring needs, offering information about Ronald McDonald House programs, and referring to hospital or community resources as appropriate.
Monitor needs and manage procurement of furniture, fixtures, equipment, food, and supplies within the approved annual budget.
Contribute to the development of the annual Hospital Programs budget by assessing operational needs, forecasting expenses, and recommending strategic increases to support program growth.
Reconcile program purchases and maintain accurate financial records to ensure alignment with budget guidelines and organizational policies.
Ensure program coverage by coordinating staff and volunteers and when necessary, serve directly in Family Room or with Care Carts to ensure operations.
Implement, monitor, and evaluate services and programs for patient families; identify emerging needs and propose new or revised programs to the Director of Programs & Operations.
Develop, implement, and maintain guidelines, systems, SOPs, and training materials to ensure effective and consistent program delivery.
Assist with cleaning and maintenance of program spaces and coordinate with hospital staff to address facility’s needs.
Coordinate the production and delivery of program amenities (e.g., Lunches with Love, toiletry, laundry, and comfort bags).
Create, coordinate, and execute hospital stewardship events quarterly to engage hospital staff, highlight Ronald McDonald House services, and foster ongoing support and collaboration within the hospital community.
Maintain and strengthen relationships with key GCH stakeholders, including Volunteer Services, Nursing, Social Work, Environmental Services, Child Life, and hospital administration.
Collaborate with the Director of Programs & Operations in the hiring process for Hospital Programs staff, including reviewing resumes, participating in interviews, and contributing to the selection of final candidates.
Supervise Hospital Programs staff (Care-Cart Coordinator & weekend Family Room Associates) and provide ongoing coaching, task organization, and performance support to ensure high-quality program delivery.
Recruit, screen, interview, and onboard volunteers for Hospital Programs and special events.
Conduct orientations, training, and ongoing support for all Hospital Programs volunteers in coordination with UK HealthCare’s Volunteer Services and in adherence with hospital protocols.
Ensure completion and compliance of all volunteer and staff requirements, including applications, screenings, records, and hospital-mandated annual training.
Manage volunteer scheduling through volunteer management software, ensuring adequate coverage across all programs.
Promptly update calendars, communicate changes, and coordinate additional coverage during high-impact circumstances or hospital requests.
Provide on-call support during operating hours (8 a.m.–9 p.m. daily) to assist staff and volunteers with operational questions, concerns, or crisis management.
Foster volunteer engagement through group activities, communication plans, recognition, and appreciation events.
Build a culture of open communication, trust, and collaboration with volunteers and staff, responding to requests and inquiries within one business day.
Maintain accurate volunteer and program records in CRM and volunteer management systems; ensure ongoing training and utilization of system functionality.
Track volunteer hours and program usage statistics; compile and submit data for monthly dashboards, annual reports, and Global Ronald McDonald House reporting requirements.
Use data and analysis of program outcomes to evaluate effectiveness and inform improvements.
Ensure compliance with hospital policies, safety requirements, and confidentiality standards.
Create and maintain SOPs and best practices on organizational platforms (e.g., ShareDrive) to support continuity and training.
Proactively manage sensitive data and maintain secure record keeping.
Represent Ronald McDonald House Lexington at hospital, community, and promotional events, sharing information and raising awareness of our programs and volunteer opportunities.
Build and steward partnerships with hospital and community stakeholders to support the mission and growth of Hospital Programs.
Perform other duties as assigned.