Guest Services Coordinator

WakeMed Health & Hospitals; Raleigh (NC); On-site; USD 40,000 - 60,000; Full time

Job summary

WakeMed Health & Hospitals in Raleigh is seeking a Guest Services Coordinator to support the Guest Services Manager in daily operations of information desks, patient communications, surgical waiting areas and volunteer programs. You will assist with staffing, training, service quality, and policy implementation, ensuring a high standard of patient and family-centered care across WakeMed locations.

Collaboration with internal departments and external vendors is essential to ongoing service

Qualifications

• 2+ years customer service experience required.
• 1 year leadership experience required.
• Associate's Degree required; Health Administration preferred.

Responsibilities

• Coordinate daily operations of Guest Services and information desks.
• Manage staffing and volunteer coverage across shifts.
• Resolve guest concerns and follow up on incidents.
• Support training and implementation of departmental policies and procedures.
• Monitor service quality across locations and coordinate with internal departments and vendors.

Skills

Customer Service

Leadership

Education

Associate's Degree

Associate's Degree Health Administration

Job description

Overview

The Guest Services Coordinator supports the Guest Services Manager in the daily operations and coordination of Guest Services programs, including information desks, surgical waiting areas, patient communications, and volunteer services. This role serves as an operational partner and departmental liaison, ensuring exceptional guest experiences, efficient workflows, consistent service standards, and effective collaboration across WakeMed.

The Coordinator assists with operational planning, staffing and volunteer coverage, workflow coordination, guest concern resolution, incident reporting and follow-up, service recovery efforts, and implementation of departmental policies, procedures, and process improvements. The role coordinates orientation and ongoing training for staff and volunteers, supports technology and workflow updates, and maintains training and competency documentation.

The Coordinator serves as the operational lead for Guest Services volunteer programs, overseeing volunteer assignments, attendance, training records, and collaboration with Volunteer Services to support recruitment, performance management, and coverage needs.

The role also coordinates patient mail and communication processes, assists with departmental communications, and supports service continuity during the Guest Services Manager's absence. Additionally, the Coordinator monitors service quality across Guest Services locations, partners with internal departments and external vendors to address operational needs, supports emergency preparedness activities, participates in on-call/callback responsibilities as assigned, and contributes to a positive patient- and family-centered experience.

Department Description

Serving the community since 1961, WakeMed Health & Hospitals is the leading provider of health services in Wake County. With a mission to improve the health and well‑being of our community, we are committed to providing outstanding and compassionate care. For more information, visit www.wakemed.org.

EOE

Licensure

Not Applicable

Education

Associate's Degree Required

Associate's Degree Health Administration Preferred

Experience

2 Years Customer Service Required 1 Year Leadership Required