Guest Services Coordinator

Allina Health System • Coon Rapids, MN

2d • Onsite

About The Position

As a Guest Services Coordinator at Allina Health, you enhance the hospital experience for patients, families, and visitors by providing clear and accurate information, addressing concerns with empathy, and helping everyone feel welcome and supported. You promote a positive, professional image of the hospital and provide respectful, warm, and professional customer service. You offer hospitality, directions, and escorts in lobbies, surgical areas, and other waiting areas, and help patients and guests navigate hospital services and departments.

You serve as a first point of contact, assist patients, guests, and staff, respond to calls, and help resolve guest concerns. The role also includes supporting discharged patients, overseeing and coaching Guest Services volunteers, assisting families with lodging and concierge needs, and helping maintain clean, orderly, and safe frontline areas. This is a casual position with 8-hour day/evening shifts and no weekend rotation.

Requirements

• Must be at least 18 years of age.
• Education and/or experience sufficient to meet the required functional competencies listed in the job description.
• 0 to 2 years of experience in a fast-paced, customer-focused service role or office environment.

Nice To Haves

• High school diploma or GED.
• 2 to 5 years of experience in a fast-paced, customer-focused service role or office environment.

Responsibilities

• Provide exemplary, respectful, warm, and professional customer service to patients and guests, following Guest Service Behavior Standards and department workflows.
• Create a welcoming environment as the first contact for patients and guests.
• Provide information, hospitality, directions, and escorts to patients and families in lobbies, surgical areas, waiting rooms, and other hospital locations.
• Receive discharged patients from staff, observe patients in a designated area, and safely assist them into vehicles.
• Answer telephone calls and transfer them as necessary.
• Greet people entering the hospital, escort patients and guests to their destinations, and ask whether further assistance is needed at the end of interactions.
• Round with guests in waiting rooms, support volunteer activities, and ask whether further assistance is needed at the end of interactions.
• Navigate hospital systems and departments to address guest needs and concerns, resolving problems directly or finding an appropriate employee to do so.
• Assist family members with lodging and provide concierge services as needed.
• Oversee and direct Guest Services volunteers, and assist with their training or coaching on service standards while modeling exceptional service.
• Assist with maintaining Patient Experience volunteer activity.
• Distribute meal and parking coupons to volunteers.
• Maintain a welcoming, neat, clean, orderly, and safe environment; locate wheelchairs and coordinate with other departments as needed.
• Perform other duties as assigned.

Benefits

• Medical and dental coverage.
• Paid time off and time away.
• Retirement savings plans.
• Life insurance.
• Short-term and long-term disability coverage.
• Voluntary benefits, including vision, legal, and critical illness coverage.
• Tuition reimbursement or continuing medical education, as applicable.
• Student loan support and benefits to navigate the Federal Public Service Loan Forgiveness Program.
• Well-being resources, including well-being dollars, dedicated well-being navigators, programs, activities, articles, videos, personal coaching, and tools.

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Education Level: No Education Listed