WVU-Ambassador-Children's -89879

About the role

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.

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.
• 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.
• Supports 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 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 confidentiality.
• Actively participates in activities to improve the job.
• Maintains professional appearance, language, and demeanor.
• Assists in maintaining location appearance and individual work area.

Qualifications

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

Preferred Qualifications

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

Skills And Abilities

• Uses common sense and highest level of customer services to carry out assignments.
• Deals with standardized situations with only occasional or minimal variables.
• Operates all types of automobiles and light trucks, both standard and automatic transmissions.
• Demonstrates basic computer and office equipment skills.
• Exceptionally strong customer service orientation, presence and perspective.
• Knowledge of customer service strategies and tactics.
• Excellent communication skills with a solid grasp of proper grammar and language.
• Excellent ability to communicate effectively with patients, visitors, and staff at all levels of the organization.
• Excellent verbal and written communication skills and phone etiquette.
• Experience in dealing with multiple demands simultaneously.
• Ability to deal with people of varying personalities and temperaments.
• Good time management skills.
• Ability to take initiative to resolve immediate problems.
• Ability to work independently and be able to research and problem solve by accessing resources and implementing actions.
• Ability to utilize the computer to obtain information both internally and externally.