What are the responsibilities and job description for the Guest Services Coordinator position at UMC Health System?
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Job SummaryThe Guest Services Coordinator will perform a variety of duties related to ensuring excellent customer service and patient relations satisfaction.
Reports to:
Job Specific Responsibilities
Daily assignments may include but are not limited to:
- Act as the liaison and lead of Guest Services volunteers, providing support and leveraging resources effectively to resolve issues
- Answer and direct incoming calls to appropriate departments and/or staff
- Assist with scheduling and staffing needs for Information Desk, lobbies, and main entrances
- Effectively train and coach Guest Services staff on best practices for customer service satisfaction
- Serve as key liaison for community public facing and guest entering and leaving the hospital, clinics, or any of UMC campuses; Assist with complaints, requests, or just ensuring SIOP culture is conveyed
- Serve as patient escort to patients needing guidance to their destination within the hospital or campus clinics
- Professionally assist hospital departments, clinics, visitors, and patients navigate the health system and general resources available to patients and visitors
- Ensure lobby of main campus and clinics are stocked with supplies, flyers, wheelchairs, and general items to ensure exceptional guest experience
- All other assigned duties related to Guest Services and/or Volunteer Services
Education and Experience
- High School Diploma or GED
- 3 years of experience working in public relations or customer service, preferably in healthcare
- 1 year of experience leading people and or processes, dealing with escalated customer relation matters, coordinating multiple projects simultaneously
Required Licensures/Certifications/Registrations
N/A
Skills and Abilities
- Knowledge of print production and purchasing of printing services, including signage
- Speak multiple language to include Spanish
- Excellent communication skills, both verbally and in writing
- Proficient computer user in Microsoft Office applications
- Strong collaborator with a demonstrated success building and sustaining relationships
Interaction with Other Departments and Other Relationships
Internal: Interacts extensively with hospital departments and to a lesser degree the Health Sciences Center. External: Interacts extensively with patients, visitors, and outside organizations visiting the health system.
Physical Capabilities
Typically requires standing and walking for extended periods. Occasionally, sitting, lifting, and carrying up to 20 pounds. Computer entry may be for extended periods. This position requires the ability to communicate well with patients, family members, visitors, and staff, verbal communication is necessary to improve service delivery.
Environmental/Working Conditions
The position is subject to inside environmental conditions. Protection from weather conditions is present; however, temperature change inside the building may occur. Must be able to work a flexible schedule based on events. This position requires working in close proximity to other employees.
UMC Health System provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment on the basis of race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.
*Request for accommodations in the hire process should be directed to UMC Human Resources.*
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