Responsible for creating a personalized experience for patients and families while supporting clinical needs. Coordinates services/activities driving a positive experience and creating excellent public relations for the hospital. Ensures daily functions of experience services are operated efficiently.
Job Specific Duties
Prioritizes an enriched hospital experience and encourages engagement of patients & families through coordination and facilitation of events, programming, and personalized services to reduce the stressors of hospitalization.
Supports the coordination, planning, as well as the facilitation of activities for 20,000+ visitors. Prepares calendar/ flyers for the purpose of communicating services and activities to patients, families and hospital staff.
Accountable for the daily supervision, task management, engagement, and continuous mentorship of 300+ volunteers and contracted vendor services throughout hospital experience including Children & Family Experience, Bedside Buddy, Pet Therapy, Red Nose Docs, and Spa Services.
Provides excellent communication of hospital resources, personalized services; presents information to patients and families. providing emotional support, utilizing active listening, and apply family-centered care principles in day-to-day operations.
Works collaboratively with the Hospital Foundation to engage and maintain corporate and community partnerships supporting services to help enhance the well-being of families throughout hospitalization.
Abides by infection control and prevention procedures during the facilitation of programming and when distributing resources; ensures proper maintenance of common spaces and engagement areas.
Tracks and documents all patient and family participation in events and programming in support of departmental KPIs and system-wide experience priorities.
Responsible for the coordination of lodging for identified families with extended stays; including but not limited to reservations, unique family requests, background checks, payment processing, maintaining accurate records, housekeeping, safety and maintenance requests.
Maintains organization of ordered inventory and donated materials. Communicates inventory and findings with Operations Lead.
Supports the coordination and facilitation of marquis events such as Spread Joy, Carlin Prom, and Michael Fux holiday party.
Provides back-up coverage and weekend rotation as part of the team.
Minimum Job Requirements
1-3 years of previous experience in patient& family centered services or customer service department in a healthcare setting
Knowledge, Skills, and Abilities
AA/AS degree preferred
Experience in patient/family centered services or customer service department in a hospital setting highly preferred
Fluency in both English and Spanish highly preferred
Ensures the highest degree of professionalism, friendliness, helpfulness, and customer service at all times
Ability to react calmly under stressful conditions and redirect families to appropriate resources
Displays a professional image and is a role model in service excellence
Desire to fill the needs of all internal and external customers with positive communication skills
Exceptional verbal and written communication skills
Excellent computer skills with strong Microsoft Office skills including PowerPoint, Access, Excel and Word
Ability to work with numerous and frequent interruptions
Ability to maintain confidentiality of sensitive patient information
Ability to make small group presentations and engage families
