Volunteer Program Coordinator

Overview and Purpose of the Role

The Volunteer Program Coordinator will design, launch, and lead the centre’s Volunteer Services. Reporting directly to the Chief Human Resources & Communications Officer, this role serves as the architect of our front-facing patient and visitor experience. You will collaborate across clinical and administrative departments to deploy high-visibility Ambassadors (volunteers) who foster a warm, reassuring, and barrier-free environment from the moment patients and families arrive.

Key Duties & Responsibilities:

Ambassador Experience & Program Architecture

• Design and execute the complete Ambassador framework, embedding a customer-service and patient-centered culture into all volunteer touchpoints.
• Define front-line service roles that elevate the patient journey, such main lobby greeters, clinic wayfinders, registration navigators, and waiting area concierges.
• Develop operational standards, service scripts, and escalation protocols so Ambassadors can confidently support patient needs while maintaining clinical boundaries.

Cross-Departmental Collaboration & Integration

• Partner with clinic managers, diagnostic imaging, surgical services, and registration leads to map the patient flow and identify key deployment stations.
• Coordinate with Occupational Health & Safety and Infection Prevention and Control (IPAC) to ensure all Ambassador stations adhere to safety, infection control, and ergonomic standards.
• Align with internal Communications to develop branded Ambassador apparel, service recognition collateral, and visitor-facing signage.

Recruitment, Screening & Specialized Training

• Build targeted recruitment campaigns across community groups, universities, and retiree associations to attract service-oriented Ambassadors.
• Oversee thorough, Ontario-compliant onboarding: Vulnerable Sector Checks (VSC), reference screening, 2-step TB tests, and mandatory immunization reviews.
• Lead engaging onboarding sessions focusing on customer service excellence, compassionate de-escalation, patient privacy (PHIPA), and accessibility compliance (AODA).

Operations, Culture & Program Evolution:

• Manage shift scheduling, daily roster coverage, and station rotations to ensure consistent coverage during peak ambulatory hours.
• Drive retention through recognition events, ongoing check-ins, skill development, and an inclusive team culture.
• Establish feedback loops with patients, clinical teams, and Ambassadors to continuously refine workflows and track program impact (e.g., patient satisfaction scores, wayfinding ease).

Corporate Responsibilities:

• Participate in all mandatory training requirements and work in compliance with the Occupational Health and Safety Act and Regulations, Schroeder Ambulatory Centre Policies and Procedures, as well as established industry guidelines. 

Education, Skills & Qualifications

• Degree or diploma in Volunteer Management, Hospitality, Human Resources, Communications, Health Administration, or a related field.
• 3–5 years leading volunteer programs, guest relations, or patient experience initiatives, ideally within an Ontario healthcare, hospital, or public-facing environment.
• Working familiarity with PHIPA, the Accessibility for Ontarians with Disabilities Act (AODA), and Ontario public health screening guidelines.
• Experience utilizing volunteer management platforms (e.g., Better Impact, Volgistics) and Microsoft 365.
• Clear Vulnerable Sector Check (VSC) and complete health/immunization clearance.
• Service Orientation: A passion for human-centered hospitality and empathy within a healthcare setting
• Initiative & Program Building: The drive to build structured operational processes and training from the ground up.
• Relationship Management: The ability to inspire volunteers while building credibility with clinical department heads.
• Adaptability: Agility in managing peak-hour clinic demands and solving front-line service gaps on the fly.

Join Our Team: Schroeder Ambulatory Centre is a non-profit medical facility dedicated to enhancing the quality of life for Ontarians through accessible, outpatient healthcare. The Centre will offer a comprehensive range of clinical, diagnostic, and surgical services in alignment with its mission to reduce pain, improve mobility, and streamline healthcare delivery.

In collaboration with hospital and academic partners, Schroeder Ambulatory Centre aims to strengthen public health capacity and drive innovation in care, ensuring a more efficient and compassionate healthcare experience for the community.

At Schroeder Ambulatory Centre, we are committed to fostering an inclusive and accessible recruitment experience for all candidates. If you require accommodations at any stage of the hiring process due to a disability or medical condition, please let us know. We will work with you to ensure your needs are met in a respectful and confidential manner.

We appreciate all applications; however, only those selected for an interview will be contacted.

This posting is for a current vacancy.