Experience Coordinator (Per Diem/Pool, Days)

Nicklaus Children's•Miami, FL

About The Position

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.

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)
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.

Nice To Haves

Prior experience working with children preferred.
Available to work evenings and weekends as needed.

Responsibilities

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.