Lobby Ambassador

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Lobby Ambassador Volunteers create a positive first impression by providing information and way-finding throughout the hospital. They assist patients and visitors by escorting them as needed to the Emergency Department, patient appointments, and to visit other patients of the hospital. Lobby Ambassador Volunteers assist in order to provide the best possible patient and visitor experience.

Essential Duties:

• Pleasantly greets patients, family, and visitors with warm welcome and smile
• Assist in providing location information for patients, family members, caregivers, guardians and additional visitors, i.e. other clinical departments, subway, vending machines, local services within the community
• Use computer if necessary to lookup patient information that is not in printed census; only if trained how to do so
• Escort patients in need of immediate medical attention to the Emergency Department
• Escort patients as necessary within the hospital for appointments or to find patients
• Accompany discharged, ambulating patients and/or family members to other hospital areas including portico to transportation
• Deliver flowers to patients who have been admitted to the hospital
• Assist people looking for a doctor by calling Physician Referral Line
• Attempt to resolve concerns by providing service recovery and referring patients, family members and/or visitors who have complaints to Patient Relations when necessary
• Use active listening skills such as maintaining eye contact and acknowledging a patient’s, family member’s and/or visitor’s concerns while maintaining professional demeanor
• Maintain an alert and welcoming attitude even during times of low activity
• Keep lobby desk clean and free of clutter
• Refer more in-depth needs to the Security Officer on duty
• Other duties assigned

Volunteers are unable to do the following

• Check patient vital signs
• Conduct 1:1
• Wound care, change of dressings
• Disconnect/connect patient from any machines/equipment (Telemetry, IV...)
• Chest compressions
• Diaper changes
• Toileting - cannot assist in bathroom
• Interpret - can have conversations with patient/family in other language; cannot interpret medically for patient/staff/family
• Document in patient records/charts
• Accept tips from patients/families/staff
• Perform any testing on or for patients
• Sign or initial any logs or any patient records
• Access areas of the hospital that are not necessary for them to perform their role or tasks
• Perform any tasks outside of this job description without first consulting with the Volunteer Department