Guest Services Coordinator - Quality Department - Mary Immaculate Hospital

Bon Secours Mercy Health • Newport News, VA

2d • Onsite

About The Position

The Guest Services Coordinator is responsible for a welcoming, supportive and efficient experience for patients, families and visitors. This role supports patient advocacy efforts, ensures consistent coverage of information desks and oversees the coordination and daily operations of the volunteer program. This position serves to support the mission to help ensure service standards align with the organization’s mission of compassionate care.

Requirements

• High school diploma required.
• Strong interpersonal and communication skills with a patient-centered approach
• Ability to meet people easily and relate to them in an open, compassionate manner
• Ability to work independently with minimal supervision
• Proficiency with standard office software
• Ability to analyze and interpret guest needs and offer appropriate solutions
• Ability to develop and maintain recordkeeping systems and procedures
• Ability to use Microsoft Office programs (Outlook, Word, Excel)
• Ability to prioritize effectively
• Ability to be proactive in a rapidly changing environment
• Strong problem solving and critical thinking skills
• Effectively manages technology and interprets information

Nice To Haves

• Bachelor’s degree preferred
• Experience or interest in hospitality management or human services field

Responsibilities

• Maintains current knowledge of the history, mission, vision and values of Bon Secours
• Serve as a resource for patients, families and visitors by addressing questions, concerns or service needs
• Analyzes and interprets guest needs and makes recommendations to the manager for new or modified programs and services
• Coordinates programs and activities as directed
• Monitors and maintains a safe, clean facility - both inside and out. Makes recommendations to manager for needed repairs
• Coordinate recruitment, onboarding, orientation and training of volunteers
• Oversee daily volunteer operations including scheduling, assignments and coverage
• Monitor volunteer engagement and support to ensure high service standards
• Maintain volunteer records, tracking hours and program metrics as required
• Assist with special events and programs in the facility
• Assist with gift shop operations as needed
• Collaborate with care managers, nurses, hospitalists, physicians, and spiritual health to address family needs, issues and concerns
• Ensure facility common areas are neat and orderly, escalating as appropriate
• Maintains professional and caring relationship with patients, families, associates, community, and hospitals

Benefits

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurances, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support
• Benefits may vary based on the market and employment status.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees