Guest Services Coordinator, Visitors Identification, Full Time, Days

Guest Services Coordinator

Jackson North Medical Center

Guest Services Department

160 NW 170th Street, North Miami Beach, Florida, 33169

Shift details: Full Time, days

Summary

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.

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).

Generally requires 3 to 5 years of related experience.

Bachelor's degree in related field is preferred.

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. Bilingual preferred. 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.

Physical Requirements - Job function is sedentary in nature and requires sitting for extended periods of time. Function may require frequent standing or walking. Must be able to lift or carry objects weighing up to 20 pounds. Jobs in this group are required to have close visual acuity to perform activities such as: extended use of computers, preparing and analyzing data and analytics, and other components of a typical office environment. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC). Environmental Conditions - Jobs in this group are required to function in a fast paced environment with occasional high pressure or emergent and stressful situations. Frequent interaction with a diverse population including team members, providers, patients, insurance companies and other members of the public. Function is subject to inside environmental conditions, with occasional outdoor exposures. Possible exposure to various environments such as: communicable diseases, toxic substances, medicinal preparations and other conditions common to a hospital and medical office environment. May wear Personal Protective Equipment (PPE) such as gloves or a mask when exposed to hospital environment outside of office. Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC).