Guest Services Coordinator M-F 2pm-6pm

UMC Health System; Mission (TX); Hybrid; USD 38,000 - 54,000; Full time

Benefits offered by this job

Resilience program

Emotional Support Services (EAP)

Discounted Pharmacy Cost

Retirement Benefits w/Employer Match

PTO & Extended Illness Medical, Dental

Job summary

UMC Health System is seeking a Guest Services Coordinator to ensure exceptional patient and visitor experience across hospital campuses. You will lead Guest Services volunteers, coordinate information desks, assist with scheduling, and train staff on service excellence.

You’ll also escort patients and help navigate the health system while maintaining a welcoming lobby environment. The role emphasizes communication, bilingual abilities (Spanish preferred), and collaboration with hospital

Qualifications

• High School Diploma or GED required.
• 3+ years of public relations or customer service experience, preferably in healthcare.
• 1+ year of experience leading people or coordinating multiple projects.

Responsibilities

• Act as liaison and lead of Guest Services volunteers, providing support and resolving issues.
• Answer and direct incoming calls to appropriate departments and staff.
• Assist with scheduling and staffing for Information Desk, lobbies, and main entrances.
• Train and coach Guest Services staff on best practices for customer service.
• Escort patients and help navigate the health system for visitors and patients.
• Ensure lobby areas are stocked with supplies and maintained for a great guest experience.

Skills

Public relations

Customer service

Spanish (language)

Communication skills

Team collaboration

Education

High School Diploma or GED

Tools

Microsoft Office

Job description

We’ve learned that what is best for patients is also best for employees. Learn more about why we are one of the Best Companies to Work for in Texas®. Job Summary The 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.* Benefits: Resilience program Emotional Physical Spiritual Financial Career Community On-Site Professional Counselors (EAP) Discounted Pharmacy Cost Cash Retention Bonus (only one in our region) Retirement Benefits w/Employer Match PTO & Extended Illness Medical, Dental, & Vision Insurance And more at: https://apps.umchealthsystem.com/documents/wellness.pdf UMC Vision, Mission and Standards: Vision: To Serve Our Patients in the Best Teaching Hospital in the Country Mission Statement: Service is our passion. We serve by providing safe, high quality care to all, achieving excellent financial performance, and training tomorrow’s healthcare professionals. Standards of Excellence: Attitude, Communication, Responsiveness, Compassion, Teamwork, Ownership, Safety and Respect About UMC Magnet Designated 501 licensed beds 62 Site locations Regions only Level I Trauma Center Regions only BICU DNV accredited Primary teaching hospital for the Texas Tech University Health Sciences Center (TTUHSC) Ranked as one of the Best Places to Work in Texas by Texas Monthly UMC Physicians Culture, Vision, Mission, and Standards: Culture: Service is Our Passion Vision: The best place to work and the best place to receive healthcare. Mission Statement: To improve the quality of life for our community by providing the best patient experience for every patient. Standards: Teamwork, Respect, Accountability, Compassion, Kindness About UMCP 35 Practice Locations – private practices and urgent care centers Over 125 physicians and advanced practice providers Ranked as “One of the Best Places to Work in Texas” by Texas Monthly Employee Engagement Score of 96% measured by Press Ganey Associates