Family Support Associate

at  RONALD MCDONALD HOUSE NEW YORK

The Family Support Associate works closely with the Community Engagement Manager and the Family Support Team in the Operations Department. The position serves as a first point of contact for hospital social workers, coordinators, and families helping to facilitate referrals, reservations, and efficient intake procedures. This role plays a crucial part in maximizing occupancy and delivering high-quality guest service while maintaining the integrity and confidentiality of family data.
The Family Support Associate ensures that every detail of a family’s stay is accurately managed and is dedicated to delivering excellent customer service to our families and hospital partners.

QUALIFICATIONS & COMPETENCIES

Education:

• Bachelor’s degree required.

EXPERIENCE

• Minimum of 2 years of experience in reservations, hospitality, or a similar role (medical records, intake specialist, etc.).
• 2 years of data entry experience, particularly with PMS, POS, or CRM systems.
• At least 1 year of experience in customer service, ideally in a hospital or hospitality setting.

SKILLS AND ABILITIES

• Strong proficiency in Microsoft Office (Word, Excel, etc.) and data entry software.
• Exceptional attention to detail, ability to manage both qualitative and quantitative data.
• Excellent verbal, written, and interpersonal communication skills.
• Demonstrated ability to work with families in high-pressure situations with a compassionate and hospitable demeanor.
• Flexible and able to prioritize multiple tasks in a dynamic work environment.
• Knowledge of additional languages is a plus

OTHER

• This job description is an overview or major duties, activities and responsibilities required for the role
• This description is not intended to be a complete listing of all tasks required for the role
• Responsibilities will change with the needs of the organization

ESSENTIAL FUNCTIONS

• Reservations and Intake Support: Serve as a contact for scheduling family reservations, collaborating with hospital social workers and the Family Support Team to ensure timely and efficient intake processes.
• Confidential Data Management: Maintain accurate and up-to-date records of family information in the Hotel Management System (HMS), ensuring strict confidentiality to safeguard guest privacy.
• Liaison Role: Act as the liaison between RMH-NY and hospital social workers, coordinating family stays and supporting hospital and community engagement efforts with professionalism and integrity.

The physical demands described herein are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• Work for this job is performed in a hospitality environment with guests or in mechanical/maintenance rooms. Some outdoor work is required.
• This position requires standing, bending, climbing, walking, lifting, pushing, pulling or carrying for extensive periods of tim

The work environment characteristics described herein are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

• This job is located in the same facility where RMH-NY provides temporary accommodations to pediatric patients and their families while the patients are undergoing active medical treatment at area hospitals. For some RMH-NY guests, medical treatment may include radiation therapy. While radiation therapy is never administered at RMH-NY, there is the potential for some radioactive material to be present in guests who have undergone radiation therapy. Based on radiation measurements performed throughout RMH-NY, it is not expected that individuals working at RMH will receive radiation doses that would exceed the general public limit (100 millirem per year).
• The noise level in the work environment is moderate to loud. Noise levels often increase with families and children who have temporary residence in the building as well as guests and musical performers for special events as well as mechanical equipment
• Some weekends and evening hours may be necessary for this jo