Guest Service Coordinator

Responsibilities

• Emulate the concept of "customer service" while performing all related job duties.
• Assist in establishing “customer service standards” policies and procedures.
• Act as a resource person for all hospital associates and partners in customer service matters and act as a guest advocate for internal and external guests.
• Assist in development of “customer service excellence” standards that meet and exceed customer expectations.
• Partner flexibly with all team members in Guest Services and all departments to meet customer needs.
• Serve as liaisons for patients and provide support to all departments as needed, assisting with patient needs and concerns, resolving patient issues when possible, applying service recovery when appropriate, connecting with appropriate individuals who can resolve issues, and performing other duties as needed.
• Serve as a “voice of the customer” by conducting rounds on inpatient units to assist patients who feel service does not meet expectations, resolving issues or contacting appropriate person, and following up to assure action taken.
• Assume responsibilities for concierge outcomes, participate in evaluations and action plan design and implementation to maintain high service standards.
• Attend team meetings and bring pertinent information (monitoring indicators results, recommendations for improvements, problem solving recommendations, general service information).
• Act as a customer service excellence and information team resource person to hospital associates.
• Promote patient safety by reporting issues through established channels and participating in safety initiatives as requested.
• Provide information to guests, associates, and partners as needed, required, or determined per individual situations (including scheduled meeting dates, times, location, ACH education programs, etc.).
• Accept and disseminate guest, associate suggestions, concerns, and questions to appropriate area/person.
• Act as a liaison between guests and all other hospital areas: directing guests to Cashier