Guest Services Coordinator, Visitors Identification, Full Time, Days

Jackson Health•Miami, FL

6d•Onsite

About The Position

The Guest Services Coordinator serves as the liaison between our patients, guests and the hospital administration to obtain a satisfactory resolution to a need, problem or complaint resulting from services provided. The coordinator understands the needs of patients, families and visitors. The individual facilitates provision of services to ensure needs are met, and there is communication among staff to ensure excellent guest satisfaction and quality care through proactive rounding.

Requirements

Generally requires 3 to 5 years of related experience.
Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines.
Ability to communicate effectively in both oral and written form.
Ability to handle difficult and stressful situations with professional composure.
Ability to understand and follow instructions.
Ability to exercise sound and independent judgment
Knowledge and skill in use of job appropriate technology and software applications.
Detail oriented, organized and compassionate.
Excellent interpersonal and communication skills.
Must be self directed with excellent problem-solving, easily adaptable and critical thinking skills.
Valid license or certification is required as needed, based on the job or specialty.

Nice To Haves

Bachelor's degree in related field is preferred.
Bilingual preferred.

Responsibilities

Proactive continuous rounding throughout their units or areas as assigned by manager in order to identify patient dissatisfaction, expedite service recovery and create a timely resolution for the patient/family concerns.
Investigate patient and guest complaints or problems in order to develop a resolution in conjunction with departmental/unit managers.
Provides excellent customer service through interpersonal relationships with patients, families, visitors and co-workers.
Effectively and compassionately care for all guests throughout the JHS campus by assessing needs (i.e. wheelchair assistance, directions)
Documents and manages complaints, suggestions and compliments in the feedback system as well as the daily rounding log as instructed by manager.
Required to follow up with patient/guest to ensure concerns have been addressed to their satisfaction.
Follow up with a manager approved resolution letter after communicating with patient/guest as required per JHS Grievance policy and regulatory agencies.
Collaborate with resolutions analyst for assistance as needed or directed by manager in documenting, investigating and closing feedback tickets.
Communicate regular progress of complex investigations and outcomes with manager and with risk management.
Act as a patient/guest resource to provide verbal and/or printed information about hospital polices, patient handbook and notice on the right to file a grievance.
As directed by manager, prioritize new hospital admissions and patients requiring follow up to a service recovery.
Perform proper investigation and response in conjunction with departmental/unit managers as required by the regulatory guidelines and JHS Grievance Policy.
Performs other related duties as assigned.
Demonstrates behaviors of service excellence and CARE values (Compassion, Accountability, Respect and Expertise).