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    Experience Coordinator - Miami, United States - Nicklaus Children's Health System

    Nicklaus Children's Health System
    Nicklaus Children's Health System Miami, United States

    3 weeks ago

    Default job background
    Part time
    Description

    Description

    Job Summary

    Responsible for creating a personalized experience for patients and families while supporting clinical needs. Coordinates services/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/ 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, personalized services; presents information to patients and families. providing 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, background checks, 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.

    • Qualifications

    Minimum Job Requirements

  • 1-3 years of previous experience in patient& family centered services or customer service department in a healthcare setting

    Knowledge, Skills, and Abilities

  • AA/AS degree preferred
  • Experience in patient/family centered services or customer service department in a hospital setting highly preferred
  • Fluency in both English and Spanish highly preferred
  • 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
  • Excellent computer skills with strong Microsoft Office skills including PowerPoint, Access, Excel and Word
  • 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

    Job : Clerical/Administrative

    Primary Location : Florida-Miami-Nicklaus Children's Hospital - Main Hospital Campus

    Department : CHILDREN & FAMILY EXPERIENCE

    Job Status
    :Part Time with Benefits

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