Summa Wadsworth-Rittman Patient & Guest Ambassador

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Summary of Position: Provide Service Excellence by proving compassionate support to families; answer phones; assist families with resources available; greet visitors and assist them with directions; escort patients and guests through the hospital to their destination, as needed.

Training:

• Must attend Volunteer Services Orientation
• Position-specific training provided by experienced volunteers or department staff

Availability:

• Available days to volunteer:
• Shifts available: Monday thru Friday, 4 hour shifts, 8am - 4pm

Specific Duties:

1. Upon arrival retrieve the surgery schedule and book from the Surgery desk
2. Be proactive and welcoming
3. When arriving in the lobby in a confidential manner ask the names of patients in surgery for whom people are already waiting
4. When a family arrives for surgery ask if they have been to registration. If yes, walk them back to ambulatory to check in with the nurse. If they are not registered walk them to the front and show them where to sign-in to register.
5. Complete the surgery record using information from the schedule. Make identification notes for visitors and record relationship to patients.
6. Give directions to the restrooms and coffee station. Offer magazines and books.
7. Be aware of visitors in the lobby who may need assistance with directions.
8. Ask family members to keep you informed of their whereabouts. Advise families and friends to stay nearby as the doctor usually calls or visits after surgery is completed.
9. Record the time any activity happens. (doctor visits, patients go in or out of recovery)
10. Be aware of the surgery board. When the patient number on the board turns orange the surgery has ended. You should immediately go to the family and walk them to the consultation room. Leave the door to the consultation room open. (DO NOT CALL OUT PATIENT NAMES).
11. When a call comes from the PACU or from the doctor, be familiar with the names on the surgery list. Please go to the family and let them know the information. You may find sometimes families do not check in the desk or move about so it may be necessary to go to the family member to find and verify whom they are waiting for. When the doctor visits, be ready to identifythe waiting family.
12. if the patient is in surgery or PACU an exceptionally long time, or if the family becomes to uneasy and concerned, you may call 1655 in PACU and ask the staff the status of the patient.
13. When a call comes from Phase II walk to the family and advise them that you will take one family member to see the patient.
14. When leaving for the day inform the waiting families you are leaving and give them instructions on answering the phone in the surgery lounge. The phone is for outgoing calls and they can pick up the receiver on the other phone and speak with staff in the recovery room. Notify recovery and staff in ambulatory and recovery room you are leaving. V. remote must be locked up when you leave.
15. The waiting family and friends may change channels on the T.V.
16. Volunteers are asked to help keep the waiting room tidy. Contact environmental services at extension 1226 for large cleanups.
17. Leave door open to the cubicle so volunteers can continue to sign-in and out.
18. Report any unusual complaints, issues or situations to the Nurse Manager
19. Refrain from personal conversations at the desk
20. If coffee supplies run low, check the cabinet under the coffee station and replenish supplies. When you need supplies advise the nurse in Same Day Surgery.
21. Remember waiting family and friends are often worried or concerned about their loved one while they are in surgery. Please remember this and do all you can to make their waiting experience as pleasant as possible. You do make a difference!

Requirements:

• Must pass a background check
• Must pass tuberculosis and immunization screening

• Ability to take instructions and communicate effectively with staff, patients and families
• Ability to communicate effectively in both oral and written forms
• Ability to behave in a mature, positive manner and have a service-oriented attitude
• Ability to communicate clearly in English
• Ability to provide culturally competent and sensitive service for others
• Ability to show initiative, be flexible and volunteer independently

• Ability to have knowledge of the building in order to escort patients, families, visitors and patients to the appropriate area of the facility
• Ability to protect the privacy and confidentiality of all patients and guests
• Ability to be dependable and organized
• Ability to have a professional attitude and appearance at all times

Physical Requirements:

• Sedentary: Exerts up to ten pounds of force occasionally and/or a negligible amount of force frequently.

Volunteer Benefits:

• Opportunity to observe a healthcare setting
• Opportunity to learn new skills
• Reference source for future endeavors