Guest Services Coordinator, Guest Services, Full Time, Variable Shifts

Department: Jackson Memorial Hospital - Guest Services

Address:1611 NW 12th Ave, Miami, Florida, 33136

Shift Details: Full-Time, Variable Shifts

Why Jackson

Jackson Health System is a nationally and internationally recognized academic medical system offering world-class care to any person who walks through our doors. For more than 100 years, Jackson has evolved into one of the world's top medical providers for all levels of care, no matter if it's for a routine patient visit or for a lifesaving procedure. With more than 2,000 licensed beds, we are also proud of our role as the primary teaching hospital for the University of Miami Miller School of Medicine. Here, the best people come together to deliver Jackson's mission for our diverse communities. Our employees are committed to providing the best CARE by demonstrating compassion, accountability, respect, and expertise in everything we do.

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).

Experience

Generally requires 3 to 5 years of related experience.

Bilingual Speaker Preferred

Education

Bachelor's Degree in related field is Preferred.

Credentials

Valid license or certification is required as needed, based on the job or specialty.

Jackson Health System is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.