Inpatient Hospitality Coordinator

Duration: 5 months+

• Inpatient Hospitality Coordinator serves as a liaison for patients and families in their assigned area.
• They promote a gracious welcome, willingness to problem solves and assist families, as well as ensure that all families feel welcome, cared for, and valued.
• As an expert in family facing amenities, the Inpatient Hospitality Coordinator will proactively engage patient families to ensure that families are aware of hospital information, technology, and resources available to them, as well as support them in leveraging those resources.
• They will establish meaningful relationships with patients, families, and staff and work collaboratively to ensure that experience is optimized.

Job Functions:

Hospitality Engagement- Serve as a non-clinical point of contact for families and visitors including but not limited to:

Maintain knowledge of hospital and surrounding area to assist families Greeting newly arrived patients and families upon their arrival Orient families and visitors to the hospital, including anticipated needs unique to families of the assigned area Escort families to areas within and assist with discharging patients

Enhance Patient Family Experience by:

• Partnering with staff in assigned area and utilizing feedback to identify areas of improvement.
• Proactively reporting observed issues or gaps in service.
• Actively taking ownership of the patient family experience in assigned area
• Ensuring that patient experience is maximized by maintaining the highest level of service standards that are aligned with the expectations.
• Assisting in onboarding and training of new staff
• Assisting in the development and organization of training programs, workshops and initiatives to advance the Department of Family and Visitor Services
• Participates in tasks, initiatives and/or committees that support departmental operations and enhances one's professional development.

Daily Operations

Engage with all patients and caregivers in assigned areas to offer a premier patient family experience

Ensure adequate supply of all FVS related materials in assigned space including but not limited to:

• Patient Family Facing Technology
• Hospitality Amenities
• Informational Materials
• Maintain a presence in assigned area and assist as needed.
• Provide coverage as needed across all areas of FVS operations to support the patient family experience
• Respond to patient and family issues and complaints to ensure timely resolution and escalation as necessary

Education: -High School Diploima/GED

Required Experience: -Customer service experience

Preferred Education: Associate's/bachelor’s degree

Preferred Experience

Customer service experience in a healthcare setting

At least 3 years of customer service experience