BLANK AST 2

Please note: this position is 32 hours per week in Oakland; may include all shifts (days, nights, weekends, holidays).

The Family House Associate plays a vital role in ensuring an exceptional experience for patient families by fostering comfort, safety, and satisfaction during their stay at the Family House. This position is dedicated to creating a welcoming, supportive "home away from home" environment for families navigating challenging circumstances. Under the guidance of the Medical Social Services Director, Family House Manager and Supervisor, the Family House Associate contributes to the smooth and efficient operation of the facility while prioritizing the needs and well-being of families. This role requires flexibility in scheduling, with work hours that include weekdays, weekends, holidays, and nights, to ensure families always receive consistent care and support.

DUTIES & ESSENTIAL JOB FUNCTIONS

• Serve as the first point of contact for families and visitors, ensuring a welcoming and compassionate environment while answering phones and handling fee transactions with care and professionalism.

• Assist families during their arrival and departure, coordinating with interpreters as needed to ensure clear communication and a seamless experience.

• Offer personalized tours of the Family House, highlighting amenities and resources to help families feel comfortable and familiar with their surroundings.

• Work closely with the Supervisor and hospital social workers to address family concerns, ensuring that their needs are met with empathy and efficiency.

• Support families by prepping, setting up, and cleaning up meals, fostering a sense of nourishment and community during their stay.

• Oversee assigned inventory spaces, ensuring supplies are well stocked, organized, and readily available for families and staff.

• Receive, record, and organize incoming donations, ensuring they are distributed appropriately to benefit families and meet their needs.

• Create a warm and welcoming space by setting up bedrooms for incoming families, paying attention to cleanliness and comfort.

• Assist in prepping rooms for fumigation when necessary, maintaining safety and cleanliness standards.

• Accurately input and maintain records to ensure seamless operations and effective communication between staff and families.

• Regularly replenish supplies in shared spaces to create a clean, functional, and supportive environment for families.

• Adapt to the dynamic needs of the Family House by taking on tasks that enhance the experience and satisfaction of patient families.

• Encourage guests to complete satisfaction surveys at the end of their stay to help improve their experience and the services provided.

• Provide guests with easy access to QR codes for giving opportunities and donation wish lists upon request, ensuring they can contribute and engage in a convenient and meaningful way.

• Utilize the electronic medical record system, Apex, with confidentiality to access patient family contact information, ensuring seamless communication.

Required:

• High School, GED or Equivalent.

• One or more years of customer service experience with excellent customer service skills.

• Proficient in Microsoft Word and Excel.

• Strong interpersonal skills. Strong written and verbal communication skills.
• Excellent telephone etiquette.
• Strong problem-solving skills and the ability to function independently using ingenuity and creativity.
• Ability to determine when/how to escalate issues to higher levels of authority.

• Experience and ability to work harmoniously with an ethnically and socioeconomically diverse community.

• Ability to interact with all levels of Medical Staff and public.

• Ability to work in a fast-paced environment.

• Ability to promote a positive & welcoming atmosphere in the facility.

• Ability to follow written & verbal instructions.

• Ability to work well independently.

• Ability to handle multiple tasks and prioritize work effectively.

• Good organizational skills and attention to detail.

Preferred:

• Experience working in a hospitality, healthcare, or customer service environment, particularly with families or patients.

• Fluency in second language (Spanish, Arabic, Chinese and/or Tagalog) is helpful but not required.

Required:

• High School, GED or Equivalent.

• One or more years of customer service experience with excellent customer service skills.

• Proficient in Microsoft Word and Excel.

• Strong interpersonal skills. Strong written and verbal communication skills.
• Excellent telephone etiquette.
• Strong problem-solving skills and the ability to function independently using ingenuity and creativity.
• Ability to determine when/how to escalate issues to higher levels of authority.

• Experience and ability to work harmoniously with an ethnically and socioeconomically diverse community.

• Ability to interact with all levels of Medical Staff and public.

• Ability to work in a fast-paced environment.

• Ability to promote a positive & welcoming atmosphere in the facility.

• Ability to follow written & verbal instructions.

• Ability to work well independently.

• Ability to handle multiple tasks and prioritize work effectively.

• Good organizational skills and attention to detail.

Preferred:

• Experience working in a hospitality, healthcare, or customer service environment, particularly with families or patients.

• Fluency in second language (Spanish, Arabic, Chinese and/or Tagalog) is helpful but not required.