Site Coord, Visitor Ambassador Svcs

Are you an internal caregiver, student, or contingent worker/agency worker at UMass Memorial Health? CLICK HERE to apply through your Workday account.

Exemption Status:

Schedule Details:

Scheduled Hours:

Shift:

Hours:

Cost Center:

Union:

This position may have a signing bonus available a member of the Recruitment Team will confirm eligibility during the interview process.

At UMass Memorial Health, everyone is a caregiver - regardless of their title or responsibilities. Exceptional patient care, academic excellence and leading-edge research make UMass Memorial the premier health system of Central Massachusetts, and a place where we can help you build the career you deserve. We are more than 16,000 employees, working together as one health system in a relentless pursuit of healing for our patients, community and each other. And everyone, in their own unique way, plays an important part, every day.

I. Major Responsibilities:

1. Responsible for Kronos scheduling, daily break scheduling, monitoring call outs and adjusting staffing plans as needed to adjust to last minute staffing changes, and payroll approvals for Visitor Ambassador Services staff, interviewing, orientation, and training of assigned personnel. Provides input to Manager of Patient & Family Centered Care for completion of performance appraisals for assigned personnel. Discusses discipline, terminations and similar actions with Manager of Patient and Family Centered Care, and then proceeds with management assistance and guidance. Resolves grievances and other personnel problems within position responsibilities.
2. Acts as the initial path of escalation for Visitor Ambassadors to resolve when questions arise from patients, caregivers and visitors pertaining to Visitor Ambassador Services operations.
3. Responsible for maintaining access materials at the primary campus entrances. Responsible for revising maps and department directory as department locations or parking arrangements change. Arranges distribution of maps to assist patients and visitors. Creates and maintains appropriate communications at the main desks when they are not staffed with an employee.
4. Utilizes computer based and manual processes as necessary to maintain directories, maps and other information on department locations, patient care locations and facility changes throughout UMMMC.
5. Conducts and documents staff meetings and works with staff to resolves personnel issues and to foster process improvements and ideas from the team regarding proactive opportunities to improve patient experience, including the creating, facilitation and upkeep of the team's idea hub. Examples of proactive opportunities the team will implement include Rounding in the ED Waiting room, and other opportunities as they arise and are deemed appropriate.
6. Provides effective direction, guidance, and leadership over the staff for effective teamwork and motivation.
7. May participate in writing and updating policies, procedures, and protocol manuals for department. Makes recommendations as appropriate.
8. Supports the creation of the future visitor management program to ensure the safety of all patients and caregivers. Acts as the program lead to assist all other staff members in the role out, training and maintenance of the visitor management program.
9. Responsible for reporting equipment problems, facility problems and providing a safe and clean work area for staff.
10. Performs the duties of a Visitor Ambassador at the Information as needed to ensure appropriate coverage of operations. Duties include:
a. Ensures that patients and visitors are greeted in a prompt and courteous manner and provided with accurate information regarding services, fostering a positive image of UMass Memorial Medical Center. Provides patients, visitors, and callers with basic patient status information as well as patient visiting times and procedures. Produces and provides standardized directions to UMMMC facilities. Ensures that procedures for patient security and confidentiality are followed.
b. Utilizes computers to access daily schedule of patients and sites of service and provides patients with appointment schedules and appointment information as necessary. References information on patient location, admissions and discharges, patient phone numbers and visitor instructions.
c. Manages a high volume of telephone calls concerning patients, visitors, vendors and staff. Helps arrange taxi or other basic transportation. Monitors visitor activities in the lobby area and notifies Security of potential problems. Arranges for escorts for patients and visitors to assigned areas.
d. Facilitates appropriate visitor management activities such as registering, screening, taking temperatures, greeting and transporting of patients and visitors as the visitor management program outlines.
11. May participate in the preparation of budget and variance reports as well as other special assignments, including the monthly development of EPSI variance reports.
12. Coordinates the assignment of tasks and helps resolve technical and operational problems. Evaluates the impact of solutions to ensure goals are achieved.
13. Ensures all supplies are ordered to maintain daily operations of Information Desk and Visitor Management activities.
14. Ensures compliance with regulatory agencies such as Joint Commission, DPH, etc. Develops and maintains procedures necessary to meet regulatory requirements.
15. Ensures that department complies with hospital established policies, quality assurance programs, safety, and infection control policies and procedures.

Standard Level Responsibilities:

1. Complies with established departmental policies, procedures, and objectives.
2. Respects diverse views and approaches, and contributes in maintaining an environment of professionalism, tolerance, civility and acceptance toward all employees, patients and visitors.
3. Attends variety of meetings, conferences, and seminars as required or directed.
4. Demonstrates use of quality improvement in daily operations.
5. Complies with all health and safety regulations and requirements.
6. Maintains, regular, reliable, and predictable attendance.
7. Performs other similar and related duties as required or directed.

All responsibilities are essential job functions.

II. Position Qualifications:
License/Certification/Education:

Required:
1. High School graduate or equivalent.
Preferred:
1. Associate's degree in healthcare or business administration.

Experience/Skill:

Required:
1. Three years' customer service experience with demonstrated leadership skills.
2. Effective communication skills as well as organizational and computer skills.
3. Ability to handle emergency situations, work under stressful conditions, and deal with difficult people.
Preferred:
1. Previous supervisory experience.

Unless certification, licensure or registration is required, an equivalent combination of education and experience which provides proficiency in the areas of responsibility listed in this description may be substituted for the above requirements.

Department-specific competencies, including age-specific competencies and their measurements, will be developed and maintained in the individual departments. The competencies will be maintained and attached to the departmental job description. Responsible managers will review competencies with position incumbents.

III. Physical Demands and Environmental Conditions:

Work is considered sedentary. Position requires work indoors in a normal office environment with regular travel between campuses. Some of the visitor information desks require walking to escort patients on a regular basis throughout the shift.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

We're striving to make respect a part of everything we do at UMass Memorial Health - for our patients, our community and each other. Our six Standards of Respect are: Acknowledge, Listen, Communicate, Be Responsive, Be a Team Player and Be Kind. If you share these Standards of Respect, we hope you will join our team and help us make respect our standard for everyone, every day.

As an equal opportunity and affirmative action employer, UMass Memorial Health recognizes the power of a diverse community and encourages applications from individuals with varied experiences, perspectives and backgrounds. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, gender identity and expression, protected veteran status or other status protected by law.

If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at talentacquisition@umassmemorial.org. We will make every effort to respond to your request for disability assistance as soon as possible.