Ambassador

WVU Medicine; Morgantown (WV); On-site; USD 17,000 - 22,000; Full time

Job summary

WVU Hospitals in Morgantown, WV seeks a courteous Transportation and Guest Services Associate to warmly welcome patients and visitors, assist in movement between parking and building entrances, and provide efficient wayfinding and support.

Under general supervision, you will operate the external transportation vehicle (tram), escort patients, maintain wheelchair supplies, and assist in discharge and waiting areas while upholding privacy and exceptional customer service.

Qualifications

• High school diploma or equivalent is required.
• Experience in a high contact customer service role preferred.
• Valid driver's license is required.

Responsibilities

• Provides a warm welcome to patients, family members, visitors, and vendors upon arrival.
• Operates external transportation vehicle (tram) focusing on patient movement between parking and entrances.
• Assists in proper traffic flow into and out of the assigned area.
• Anticipates customer needs, answers questions, and takes appropriate action.
• Maintains supplies of wheelchairs for front entrance use.
• Assists patients from vehicles into wheelchairs using safe handling procedures.
• Provides way finding services and escorts patients/visitors to departments.
• Oversees waiting room areas, ensuring registration, comfort, and cleanliness.

Skills

Customer service

Communication skills

Safety awareness

Wheelchair assistance

Education

High School Diploma or Equivalent

Job 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 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

• 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.

PHYSICAL REQUIREMENTS

• While performing the duties of this job, the employee is regularly required to communicate effectively in order to communicate with patients.
• 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.
• 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.
• Must be able to lift, push or pull 50 – 80 pounds for short durations.
• Ability to sit, stand, or walk for extended periods.

WORKING ENVIRONMENT

• Employee may be exposed to all types of weather conditions.
• Ability to work as a team with other employees.
• Ability to solve problems and deal with a variety of concrete variables in situations where only limited standardization exists.

SKILLS AND ABILITIES

• Ability to use common sense and highest level of customer services to carry out assignments.
• Ability to deal with standardized situations with only occasional or minimal variables.
• Ability to operate 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.

ADDITIONAL JOB DESCRIPTION

• Scheduled Weekly Hours: 40
• Shift: Exempt/Non-Exempt: United States of America (Non-Exempt)
• Company: WVUH West Virginia University Hospitals
• Cost Center: 608 WVUH Security
• Address: 1 Medical Center Drive Morgantown West Virginia
• Equal Opportunity Employer
• West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.
• WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law.
• All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination.
• This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

The West Virginia University Health System is West Virginia’s largest health system and largest private employer, providing care to communities across West Virginia, Maryland, Ohio, and Pennsylvania.

The integrated academic health system includes 25 hospitals and five institutes, with more than 3,500 licensed beds, 4,000 clinicians, 39,000 employees, and $8.5 billion in annual operating revenues.

Anchoring the system in Morgantown, West Virginia, are WVU Hospitals, an 880-bed academic medical center, and the 150-bed WVU Medicine Golisano Children’s Hospital. Together, the Health System’s hospitals, clinics, and specialty programs provide a comprehensive continuum of care, ranging from community-based primary and specialty services to highly complex, quaternary care and post-acute care.