If you cannot find the posting feel free to email us at pthousingmgmt@anthc.org 

Summary:
The Ronald McDonald House Guest Advocate is responsible for providing direct service and support to residents and assisting with the management of the daily operations of the Ronald McDonald House, located on the sixth floor of Patient Housing at ANMC, during his/her shift. This position reports to the Supervisor of Ronald McDonald House and works collaboratively under the direction of RMHC of Western WA & AK.      

Responsibilities:

Ensure a welcoming and safe environment for guests, volunteers and donors. Assist Ronald McDonald House guests with daily needs and identification of special circumstances. Enforce and clarify RMHC policies and procedures with guests, volunteers, donors, referring sources and the public.

Orient incoming guests and assists guests upon departure. Accept and process incoming supplies and donations on shift. Manage volunteers on shift, providing support and direction as appropriate. Assist with managing House programming, activities, outings and volunteer groups within shift.

Ensure the cleanliness and safety of the Ronald McDonald House by completing regular rounds of the floor; completing cleaning tasks as needed or assigned; identifying and delegating tasks for daily volunteers and volunteer groups; and ensuring guest rooms are available as needed.

Open communication with Patient Housing Management, volunteers, staff and Hospital/Clinic representatives.

Supervises check in and check out procedures in accordance with house policies. Maintain, prepare and keep organized room occupancy lists. Keep all records secure and organized.

Interact with guests daily and respond to their needs, enforce rules when necessary. Keep Management apprised of guest situations and problems. Greet and welcome all families arriving at the House, explain House Rules and amenities.

Ensure that all donations have been accounted for and recorded and make certain that all donors receive acknowledgement in a timely manner.

Work with hospital personnel as necessary and appropriate for infection control and safety concerns.

Performs other duties as assigned.

 

Other information:

KNOWLEDGE and SKILLS

Knowledge and experience related to crisis intervention, case management and nonprofit work

Knowledge of Alaska Native Culture and Alaska Tribal Health System

Knowledge of creative, innovative and flexible in responding to needs and priorities.

Knowledge of customer service concepts and practice.

Knowledge of effective human relations and teaching skills.

Knowledge of state, federal, and tribal health care programs.

Knowledge of the Privacy Act of 1974 and HIPAA Privacy Rule Act of 1966.

Must be self-directed, organized and possess leadership skills.

Proficient in listening and speaking skills.

Able to interact with patients/families of all cultures.

Skill in analyzing customer service issues and preparing recommendation based on findings.

Skill in assessing and prioritizing multiple tasks, projects and demands

Skill in creative problem solving skills.

Skill in demonstrating attention to and conveys understanding of, the comments or questions of others.

Skill in developing and maintaining cooperative relationships with others.

Skill in excellent organizational/analytical/communications and the ability to relate well with people.

Skill in high level of initiative and time management.

Skill in multi-tasking and working within deadlines to complete projects and assignments.

Skill in operating a personal computer utilizing a variety of software applications.

Skill in oral/written communication and time management.

Skill in working independently, making decisions and maintaining confidentiality.

Strong organizational, verbal, written and interpersonal skill.

Ability to engage, build professional rapport and helping relationships with guests

Ability to evaluate and comprehend information in the medical record in order to investigate and problem solve.

Ability to independently locate various sources of information to assist with resolution planning.

Ability to use critical thinking skills to respond to complaint.

Able to interact with Leadership, Medical Staff and colleagues at all levels of the organization.

Exercises good listening skills.

 

MINIMUM EDUCATION QUALIFICATION

A Bachelor’s degree in Hospitality, Social Work or a related field is preferred. An equivalent health-related degree. Progressively responsible professional work-related experience, education, or training may be substituted on a year-for-year basis for college education.

 

MINIMUM EXPERIENCE QUALIFICATION

Non-supervisory – Two (2) years of hospitality or similar work experience involving a significant amount of customer service

AND

One (1) year involving Prior experience working with families in times of stress, grief and crisis. An equivalent combination of relevant education and/or training may be substituted for experience.

 

PREFERRED EXPERIENCE QUALIFICATION

Experience managing volunteers.

 

ADDITIONAL REQUIREMENTS

Ability and willingness to work independently and as part of a team to make sound judgments without on-site supervision.

Flexible, mature and professional work style.

The position is a blend of office tasks and physical work.

Must be able to work flexible schedule including nights, weekends and holidays.