Volunteer Services Coordinator

Tufts Medical Center; Boston (MA); On-site; USD 23,419,000 - 26,725,000; Full time

Job summary

Tufts Medicine is seeking a paid Concierge/Volunteer Office Coordinator to monitor, screen and welcome staff, patients and visitors, ensuring only authorized individuals access the hospital. The role requires a high level of customer service, professionalism and courteous, helpful interaction.

Schedule is long-term with flexible days; must work at least 2 weekday shifts (12pm-8pm) and 1 weekend shift (8am-8pm), including some holidays.

Qualifications

• Minimum Qualifications: High school diploma or GED.
• Two (2) years of prior experience in a volunteer office or similar social services environment.

Responsibilities

• Greets patients, families and guests entering the hospital lobby, addressing inquiries and providing personal assistance.
• Assists individuals with disabilities and mobility needs by arranging transportation or related services.
• Answers patient information lines and routes calls.
• Circulates the lobby to identify questions and concerns and provide helpful information.
• Reports suspicious activity or rule violations as required.
• Supports wheelchair transport and escorts for patients/visitors as needed.
• Trains new volunteers in responsibilities and procedures.
• Acts as supervisor in the lobby when needed by the coordinator.
• Maintains up-to-date information for concierge staff and volunteers.

Skills

Multitasking

Assess dangerous situations

Professional demeanor

Courteous phone manner

Adapt to change

Written communication

Interpersonal skills

Reading & writing

Basic computer skills

Education

High school diploma or GED

Some college experience

Two years in volunteer office experience

Job description

This is a paid position involving coordination of our volunteer office, not a volunteering role.

Schedule This is a long-term position with flexibility to discuss days and schedule. Must be able to work at least 2 weekday shifts (12pm - 8pm) and 1 weekend shift (an 8-hour shift between 8am - 8pm) and cover some holidays. This is a year-round position, including during the summer.

Job Overview This position monitors, screens and welcomes staff, patients and visitors to ensure all who enter are authorized or have legitimate business on the property. Provides a high level of customer service by interacting with staff, patients and visitors in a professional, cordial and helpful manner.

Minimum Qualifications

• 1. High school diploma or GED.
• 2. Two (2) years of prior experience in a volunteer office or similar social services environment.

Preferred Qualifications

• 1. Some college experience.
• 2. Four (4) years of prior experience in a volunteer office or similar social services environment.

Duties and Responsibilities

• 1. Greets patients, families and guests as they enter the hospital through the main lobby, serving as a focal point for all inquiries and provide personal attention to guests needs
• 2. Assists individuals with disabilities and mobility issues by securing appropriate transportation or services
• 3. Answers the patient information lines, releasing patient information when applicable. Also routes internal and external calls.
• 4. Circulates throughout the lobby, initiating contact with customers in order to identify and address questions and concerns.
• 5. Report any suspicious individuals or activity, violations of rules or regulations as required.
• 6. Makes “search” runs for wheelchairs ensuring the patients or visitors to the hospital are provided with necessary transportation.
• 7. Trains new volunteers in all aspects of responsibilities
• 8. Acts as the supervisor in the lobby during their shift, if coordinator of Concierge is unavailable.
• 9. Continually upgrading all information needed by the concierge employees and volunteers assuring a professional and accurate information system.

Physical Requirements

• 1. Normal hospital environment.
• 2. Physically able to stand or walk for long periods of time and work between the hours of 8am-8pm, includes weekends and holidays (holiday hours are shorter).
• 3. Ability to carry out instructions furnished in written, oral, or diagrammatic form.

Skills & Abilities

• 1. Ability to multi-task and meet established deadlines.
• 2. Ability to assess potentially dangerous situations quickly and make sound decisions based on the information present and takes appropriate action.
• 3. Ability to maintain professional composure when dealing with unusual circumstances.
• 4. Courteous telephone manner.
• 5. Ability to adapt to changes in the external environment and organization.
• 6. Ability to write routine correspondence, including email, logs, and reports.
• 7. Good interpersonal skills, with the ability to interact effectively at various social levels and across diverse cultures.
• 8. Ability to read and write at a proficient level.
• 9. Basic Computer Skills are required.

At Tufts Medicine, we want every individual to feel valued for the skills and experience they bring. Our compensation philosophy is designed to offer fair, competitive pay that attracts, retains, and motivates highly talented individuals, while rewarding the important work you do every day. The base pay ranges reflect the minimum qualifications for the role. Individual offers are determined using a comprehensive approach that considers relevant experience, certifications, education, skills, and internal equity to ensure compensation is fair, consistent, and aligned with our business goals. Beyond base pay, Tufts Medicine provides a comprehensive Total Rewards package that supports your health, financial security, and career growth—one of the many ways we invest in you so you can thrive both at work and outside of it.

Pay Range: $17.00 - $19.40 based on full-time equivalent

Tufts Medicine is a leading integrated health system bringing together the best of academic and community health care to deliver exceptional, connected and accessible care experiences to consumers across Massachusetts. Comprised of Tufts Medical Center, Lowell General Hospital, MelroseWakefield Healthcare, an expansive home care network and a large clinically integrated physician network, Tufts Medicine has more than 15,000 dedicated employees and caregivers. The health system came together in 2014 to leverage the experience of its member organizations and integrate their missions to together transform the ways that consumers engage with and experience their care.