Dir, Volunteer & Community Svc Job in Pittsburgh, Pennsylvania US
Dir, Volunteer Community Svc
UPMC Presbyterian is hiring a Full-Time Dir, Volunteer Community Svc to help support the Volunteer Community Service Department for its UPMC Physician Services location. This position directs and leads all volunteer programs at the hospital. This role manages a positive and productive relationship between the hospital and their auxiliaries. It develops and executes community outreach programs, school partnerships, and internal and external special events. Directs and manages, staff, budget and operations. Responsibilities - Develops goals and objectives for Volunteer Services and Community Services in conjunction with the Executive Management Team with an emphasis on hospitality and patient satisfaction. - Provides leadership and ongoing direction in the following areas of responsibility including greeters and information concierge, volunteer services, community events, surgical liaisons (Presbyterian), and gift shops (Shadyside and Hillman). - Effectively communicates organizational values and goals consistent with mission and values. - Supports an organizational culture (both within and across departments) that promotes dignity, respect, and safety for all employees. Mentors staff and leads the development of programs. - Actively seeks and incorporates best practices into all goals and objectives. - Ensures that service standards are met or exceeded by utilizing patient satisfaction reports, best practices, and market information to improve customer service and satisfaction. - Serves as a role-model for service excellence and patient and family-centered care to all hospital leadership and associates. - Provides timely performance feedback to all direct reports. - Works collaboratively with Human Resources to suggest and develop ongoing service excellence training programs for hospital leaders and associates. - Promotes opportunities to develop and enhance skills through advanced training and continued education. - Actively participates in new-hire orientation to promote customer service and cultural expectations of UPMC Presbyterian/Shadyside campuses. - Frequently leads intradepartmental and interdepartmental work groups, committees, and projects to improve patient and customer experience. - Participates in UPMC System committees which support and enhance the culture of UPMC in Inclusion, Disabilities Resources, UPMC Hospital Volunteer Directors Group. - Provide UPMC Presbyterian and UPMC Shadyside with a competent, motivated volunteer corps to augment, enhance and support the services of paid staff. - Provide direction to the volunteer coordinators at each hospital. - Integrate policies and procedures for volunteer programs at WPIC and Hillman Cancer Center with those at Shadyside and Presbyterian. - Serve as administrative liaison and resource to the UPMC Shadyside Auxiliary and the Ladies Hospital Aid Society. - Oversees the management of community relations activities by identifying and evaluating opportunities and requests for hospital involvement in the community. - Oversees the coordination of hospital staff to support these endeavors, which may include health fairs, screenings, festivals, neighborhood organizations, and school partnerships. - Provide oversight and direction to the UPMC Shadyside, and Hillman Cancer Center gift shop managers to promote efficient, profitable, and customer-centered management. - Works collaboratively with LHAS in areas of gift shop operations where sharing of best practices is desired. - Provide oversight and direction to the supervisor of the UPMC Shadyside information desks to promote the highest standards of customer service for visitors to the hospital. - Plans, organizes, and implements concierge programs to exceed patient and visitor expectations by providing unique, high-touch services within the healthcare setting. - Collaborates with other departments to identify exceptional services that would be of value to patients and visitors. - Develop goals, policies, and procedures for the department. - Prepare and administer the departments budgets. - Ensures that all departmental functions are in compliance with all federal, state, and local regulatory standards, including TJC, CMS, and the DOH. Basic Qualifications - Bachelor's degree in behavioral sciences, communications, human resources or business management, or a related field. - Minimum of five years of experience in volunteer and community relations program management, preferably in a healthcare organization. - Must possess excellent communication and organizational skills and be able to relate well to persons of diverse backgrounds. - Proficiency with Windows software necessary. - Understanding of labor laws, legislation, and regulatory issues that apply to volunteers and healthcare institutions necessary UPMC is an equal opportunity employer. ------------