Customer Relations Service In-patient Rounding Volunteer at Charlie Norwood VA Medical Center

Save to Favorites

1. Assignment

Customer Relations Service Volunteer

2. Purpose of Assignment

(If you are interested in this position please send an email to: VHAAUGVoluntaryService@va.gov )

Volunteer must provide superior customer service for each patient. It is important that the volunteer maintains a positive attitude and communicates with a smile at all times. The volunteer reports to the Chief of Customer Service.

3. Tasks

Customer Relations Service

Volunteer’s Duties:

Patient Rounding

• Conduct rounding on Units 4A, 5D and 6D. Initial rounding process, visit every patient. Visit each new patient to unit after initial rounding process begins.
• If patient isn’t available, leave Star TRECC and Thank You for Your Service Card.
• While rounding, make a visual check to see that "white boards" are filled out with proper information i.e., current date, Nurses Name, Medical Team, etc.
• If in a 4-person room, speak with each patient individually and as a group.
• Welcome patient to CNVAMC and thank them for their service, ask how they’re feeling, ask what service they were (Army, Navy, Marine, etc.) Thank them for choosing Charlie Norwood VAMC.
• Provide patient with Star TRECC Form and explain the SHEP Survey and Press Ganey Survey and ask if they receive a survey to please complete and return. Indicate that we don’t know who completes the surveys but the information is compiled and sent to medical center so we have opportunity to improve our service. Also let them know that only a score of 9 or 10 counts. The VA doesn’t feel that anything below a 9 is excellent service.
• Explain to patient if they need assistance to ask their nurse or social worker for that unit.
• Volunteer will annotate on patient list who they actually spoke to and who received just the card and Star Trecc Form.

Administrative Assistance:

• Volunteer may be asked to provide assistance in preparing charts/graphs, letters, memo, flyers, agendas, etc.
• Volunteers may be asked to prepare Power Point /Publisher documents

4. Time Commitment

Shifts 8 a.m. - Noon, Noon - 4 p.m. or negotiated. Volunteers can work one or more shifts per week as agreed upon with the Chief of Customer Relations/Voluntary Service office

5. Requirements

• Exceptional customer service skills.
• Strong communication skills (both written and oral).
• Pass a background check
• Able to deal with physical, mental and/or hearing impaired individuals
• Know your boundaries
• Volunteer must be healthy day of volunteering
• Ability to communicate clearly and effectively in a courteous manner.
• Problem solving skills and ability to make sound decisions.
• Position is mostly sedentary (sitting)
• Limit personal calls and texting to lunch and break periods

6. Training and Skill Development

• Initial and annual volunteer training.
• Specific Customer Service unit training

7. Supervision :
Ms. Natalie Daniels, Chief Customer Relations

Volunteer reports to: Chief, Customer Relations

Feedback: Annual written