Experience Coordinator (Full Time, Flex shift)

Job Summary

Responsible for creating a personalized experience for patients and families while supporting clinical needs.

Coordinates services and activities driving a positive experience and creating excellent public relations for the hospital.

Ensures daily functions of experience services are operated efficiently.

Job Specific Duties


* Prioritizes an enriched hospital experience and encourages engagement of patients & families through coordination and facilitation of events, programming, and personalized services to reduce the stressors of hospitalization. 


* Supports the coordination, planning, as well as the facilitation of activities for 20,000+ visitors.

Prepares calendar and flyers for the purpose of communicating services and activities to patients, families, and hospital staff. 


* Accountable for the daily supervision, task management, engagement, and continuous mentorship of 300+ volunteers and contracted vendor services throughout hospital experience including Children & Family Experience, Bedside Buddy, Pet Therapy, Red Nose Docs, and Spa Services. 


* Provides excellent communication of hospital resources and personalized services; presents information to patients and families.

Provides emotional support, utilizing active listening, and apply family-centered care principles in day-to-day operations. 


* Works collaboratively with the Hospital Foundation to engage and maintain corporate and community partnerships supporting services to help enhance the well-being of families throughout hospitalization. 


* Abides by infection control and prevention procedures during the facilitation of programming and when distributing resources; ensures proper maintenance of common spaces and engagement areas. 


* Tracks and documents all patient and family participation in events and programming in support of departmental KPIs and system-wide experience priorities. 


* Responsible for the coordination of lodging for identified families with extended stays; including but not limited to reservations, unique family requests, payment processing, maintaining accurate records, housekeeping, safety, and maintenance requests. 


* Maintains organization of ordered inventory and donated materials.

Communicates inventory and findings with Operations Lead. 


* Supports the coordination and facilitation of marquis events such as Spread Joy, Carlin Prom, and Michael Fux holiday party. 


* Provides back-up coverage and weekend rotation as part of the team.

Minimum Job Requirements


* Associate's Degree in Healthcare, Hospitality, Education, or 2 years of experience with customer service industry


* 1-3 years Prior experience working with children


* Prior experience in patient & family centered services, customer service in a healthcare setting, or hospitality services


* Fluency in both English and Spanish


* Experience working with Microsoft Office (PowerPoint, Excel, Word, and Outlook)

Knowledge, Skills, and Abilities


* Available to work evenings and weekends as needed.


* Excellent grammar and writing skills.


* Excellent proofreading, organizational, and public speaking skills.


* Ensures the highest degree of professionalism, friendliness, helpfulness, and customer service at all times.


* Ability to react calmly under stressful conditions and redirect families to appropriate resources.


* Displays a professional image and is a role model in service excellence.


* Desire to fill the needs of all internal and external customers with positive communication skills.


* Exceptional verbal and written communication skills.


* Ability to work with numerous and frequent interruptions.


* Ability to maintain confidentiality of sensitive patient information.


* Ability to make small group presentations and engage families.


* Fosters positive team morale and company culture.

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