Job Details

Guest Services Coordinator

To work directly with staff, patients and their families to assure the prompt, effective delivery of guest services throughout the patient's hospital experience.

Responsibilities

Evaluation and Analysis

• Manages surgery waiting rooms employees and PBX clerks. Evaluates the performance of reporting personnel and provides appropriate job-related feedback.
• Analyzes data gathered and recommends process changes and training elements to improve service excellence.
• Monitors and visits guests holding for rooms, repeat guests and high-profile guests. Promotes meeting the needs of all customers through demonstrating compassion, understanding, respect and dignity.

Collaboration and Partnership

• Manages PO process for multiple cost centers and strives to utilize resources in a prudent and efficient manner.

Quality

• Takes guest complaints and reviews all inpatient survey responses. Tracks call-backs with Nurse Managers. Assists in managing Complaint Tracker program and provides reports for administration.
• Monitors the service orientation of team members in an effort to ensure hospital-wide service excellence. Recommends performance modules aimed at improving service quality and advocates continuing education as a means of promoting the quality of services provided by all hospital personnel.

Other Duties As Assigned

• Performs other duties as assigned.

Qualifications

2 years relevant Customer Service experience

High School Diploma