Guest Services Coordinator - HW 9670 FT-2

UMC Health System•Warrington Township, PA

22d•Onsite

About The Position

We’ve learned that what is best for patients is also best for employees. Learn more about why we are one of the Best Companies to Work for in Texas®. Job Summary The Guest Services Coordinator will perform a variety of duties related to ensuring excellent customer service and patient relations satisfaction. Reports to: Job Specific Responsibilities Daily assignments may include but are not limited to: • Act as the liaison and lead of Guest Services volunteers, providing support and leveraging resources effectively to resolve issues • Answer and direct incoming calls to appropriate departments and/or staff • Assist with scheduling and staffing needs for Information Desk, lobbies, and main entrances • Effectively train and coach Guest Services staff on best practices for customer service satisfaction • Serve as key liaison for community public facing and guest entering and leaving the hospital, clinics, or any of UMC campuses; Assist with complaints, requests, or just ensuring SIOP culture is conveyed • Serve as patient escort to patients needing guidance to their destination within the hospital or campus clinics • Professionally assist hospital departments, clinics, visitors, and patients navigate the health system and general resources available to patients and visitors • Ensure lobby of main campus and clinics are stocked with supplies, flyers, wheelchairs, and general items to ensure exceptional guest experience • All other assigned duties related to Guest Services and/or Volunteer Services

Requirements

High School Diploma or GED
+3 years of experience working in public relations or customer service, preferably in healthcare
+ 1 year of experience leading people and or processes, dealing with escalated customer relation matters, coordinating multiple projects simultaneously
Knowledge of print production and purchasing of printing services, including signage
Speak multiple language to include Spanish
Excellent communication skills, both verbally and in writing
Proficient computer user in Microsoft Office applications
Strong collaborator with a demonstrated success building and sustaining relationships

Responsibilities

Act as the liaison and lead of Guest Services volunteers, providing support and leveraging resources effectively to resolve issues
Answer and direct incoming calls to appropriate departments and/or staff
Assist with scheduling and staffing needs for Information Desk, lobbies, and main entrances
Effectively train and coach Guest Services staff on best practices for customer service satisfaction
Serve as key liaison for community public facing and guest entering and leaving the hospital, clinics, or any of UMC campuses; Assist with complaints, requests, or just ensuring SIOP culture is conveyed
Serve as patient escort to patients needing guidance to their destination within the hospital or campus clinics
Professionally assist hospital departments, clinics, visitors, and patients navigate the health system and general resources available to patients and visitors
Ensure lobby of main campus and clinics are stocked with supplies, flyers, wheelchairs, and general items to ensure exceptional guest experience
All other assigned duties related to Guest Services and/or Volunteer Services