Guest Services Coordinator

WakeMed Health & Hospitals • Raleigh, NC

2d

About The Position

The Guest Services Coordinator supports the Guest Services Manager in the daily operations and coordination of Guest Services programs, including information desks, surgical waiting areas, patient communications, and volunteer services. The role serves as an operational partner and departmental liaison, supporting exceptional guest experiences, efficient workflows, consistent service standards, and collaboration across WakeMed.

The Coordinator assists with operational planning, staffing and volunteer coverage, workflow coordination, guest concern resolution, incident reporting and follow-up, service recovery, and implementation of departmental policies, procedures, and process improvements. The role coordinates orientation and ongoing training for staff and volunteers, supports technology and workflow updates, and maintains training and competency documentation.

The Coordinator serves as the operational lead for Guest Services volunteer programs, overseeing volunteer assignments, attendance, and training records, and collaborating with Volunteer Services on recruitment, performance management, and coverage needs. The role also coordinates patient mail and communication processes, assists with departmental communications, and supports service continuity during the Guest Services Manager's absence.

The Coordinator monitors service quality across Guest Services locations, partners with internal departments and external vendors to address operational needs, supports emergency preparedness activities, participates in on-call/callback responsibilities as assigned, and contributes to a positive patient- and family-centered experience.

Requirements

• Associate's degree required.
• Two years of customer service experience required.
• One year of leadership experience required.

Nice To Haves

• Associate's degree in Health Administration preferred.

Responsibilities

• Support the daily operations and coordination of Guest Services programs, including information desks, surgical waiting areas, patient communications, and volunteer services.
• Assist with operational planning, staffing and volunteer coverage, and workflow coordination.
• Resolve guest concerns and support incident reporting, follow-up, and service recovery efforts.
• Help implement departmental policies, procedures, and process improvements.
• Coordinate orientation and ongoing training for staff and volunteers; support technology and workflow updates; and maintain training and competency documentation.
• Lead operational activities for Guest Services volunteer programs, including assignments, attendance, and training records.
• Collaborate with Volunteer Services to support volunteer recruitment, performance management, and coverage needs.
• Coordinate patient mail and communication processes and assist with departmental communications.
• Support service continuity during the Guest Services Manager's absence.
• Monitor service quality across Guest Services locations.
• Partner with internal departments and external vendors to address operational needs.
• Support emergency preparedness activities and participate in on-call/callback responsibilities as assigned.
• Contribute to a positive patient- and family-centered experience.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree