Ambassador

WVU Medicine; Morgantown (WV); On-site; USD 19,000 - 28,000; Full time

Job summary

WVUH West Virginia University Hospitals in Morgantown is seeking a Transportation/Guest Services associate to support patients, families, and visitors at the hospital entrance. You will operate a tram, assist with patient movement from parking to entrances, and help direct traffic to the appropriate departments.

The role requires strong customer service, effective communication, and the ability to handle multiple tasks in a fast-paced environment.

Qualifications

• High School Diploma or equivalent is required.
• Valid driver's license required.
• Two years’ experience in a high contact customer service position preferred.

Responsibilities

• Provides a warm welcome to patients, family members, visitors, and vendors upon arrival.
• Operates external transportation vehicle (tram) to assist patient movement between parking and entrances.
• Assists in traffic flow into and out of the assigned area.
• Anticipates customer needs, answers questions and takes appropriate action.
• Locates, cleans, and maintains supply of wheelchairs for front entrance use.
• Assists patients from vehicles into wheelchairs using safe handling procedures.
• Provides way finding services and escorts as needed.
• Informs patients and visitors about services, amenities and locations.
• Oversees waiting room areas ensuring registration, communications, comfort, cleanliness.
• Assists in discharge transport to private vehicle and belongings.
• Follows up on concerns and offers service recovery when needed.
• Researches local resources for maps, hotels, and attractions.

Skills

Excellent communication skills

Customer service orientation

Operate automobiles/light trucks

Basic computer skills

Time management

Education

High School Diploma or Equivalent

Valid Driver's License

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

• 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.

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

Exempt/Non-Exempt

Shift:

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.