Job Summary

Responsible for creating a personalized experience for patients and families while supporting clinical needs. Coordinates services and 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 and 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 and personalized services; presents information to patients and families. Provides 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, 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

• Associate's Degree in Healthcare, Hospitality, Education, or 2 years of experience with customer service industry
• Prior experience in patient & family centered services, customer service in a healthcare setting, or hospitality services
• Fluency in both English and Spanish
• Experience working with Microsoft Office (PowerPoint, Excel, Word, and Outlook)

Knowledge, Skills, and Abilities

• Prior experience working with children preferred.
• Available to work evenings and weekends as needed.
• Excellent grammar and writing skills.
• Excellent proofreading, organizational, and public speaking skills.
• 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.
• 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.
• Fosters positive team morale and company culture.