Family Services Associate - Vancouver

About the Organization

At Ronald McDonald House Charities® British Columbia and Yukon (RMH BC), we envision a province where families stay close to their sick children. Today, 2 out of 3 Canadians live in a city or town without a children’s hospital. Our Mission is to give sick children the healing power of being together with family.

As a champion of family-centered care, we enable access to children’s hospitals by providing families with sick children accommodation, meals, and wellness programs that support their emotional and physical well-being.

In 1983, the first RMH BC House opened its doors in Vancouver with a 13-Bedroom House, and over the years, with an increase in demand for this essential service, construction of a new building was underway. In 2014, a 73-bedroom House was unveiled on the grounds of BC Children’s Hospital along with a new 2,000 sq. ft. RMH Family Room in Surrey Memorial Hospital. As the second-largest House in Canada and one of the largest in the world, RMH BC will continue to grow and meet the needs of families across BC and Yukon.

Our team is the backbone of our organization—serving our families, supporting volunteers and donors, and spreading awareness every single day.

About the Position

Our Family Services Team strives to provide exceptional service and family care in an often busy and fast paced environment. The Family Services Associate will work part-time, varied shifts. They will be responsible for ensuring that all daily administrative functions are efficiently managed to provide a seamless experience for all families. The ideal candidate will have excellent communications skills, strong attention to detail and previous experience in a front desk or medical office setting.  

Key responsibilities include:

• Organize and execute all daily administrative duties as required, in a timely manner.
• Support admissions, reservation requests and referrals by hospital and families.
• Book appointments for intake and maintain schedules.
• General Reception duties include answering and directing calls and emails, sorting mail and receiving deliveries.
• Guest screening and data collection, including ensuring all patient information is recorded accurately in guest family database.
• Ensure family intake and billing information is properly organized and filed.
• Participate in meetings as required and record minutes for distribution as needed.

Job Specific Competencies and Skills

• Alignment with the mission and values of Ronald McDonald House BC and Yukon
• Ability to represent the House with a polished, positive and professional demeanor and attitude always.
• A commitment to working cooperatively in a team environment with staff, volunteers, families, donors, and the public.
• Well organized and able to develop and document systems to ensure operational efficiencies.
• Ability to think creatively and problem solve with a customer service focus.
• Ability to remain calm under pressure.
• Excellent written and verbal communication skills.
• Ability to work a flexible schedule that includes evenings and weekends, to best meet the needs of the organization.

Experience and Educational Requirements

• Degree or diploma in relevant field
• 2+ years’ experience in hospitality, medical office, or administrative field
• Versatility and Proficiency with MS Office Suite and other software.
• Level 1 First Aid and CPR Certification
• Familiarity with property management/accommodation software an asset
• Sanyas Training or Mental Health First Aid an asset.

Disclaimer

The above statements are intended to describe the general nature and level of work being performed by people assigned to this classification. They are not to be construed as an exhaustive list of all responsibilities, duties, and skills required of personnel so classified. All personnel may be required to perform duties outside of their normal responsibilities from time to time, as needed.

Please note: all successful candidates will be required to undergo a vulnerable sector criminal record check.

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