Patient Experience & Guest Services Lead

umchealthsystem; United States; On-site; USD 32,000 - 52,000; Full time

Job summary

UMC Health System is seeking a Guest Services Coordinator to ensure exceptional customer service and patient relations across hospital campuses. You will lead volunteers, handle inquiries, and support lobby and information desk operations.

The role requires strong communication, English proficiency, and experience in healthcare customer service, with a focus on patient-centric service and operational excellence.

Qualifications

• 3+ years of experience in public relations or customer service, preferably in healthcare.
• 1+ year of experience leading people and coordinating multiple projects.

Responsibilities

• Act as liaison and lead of Guest Services volunteers.
• Answer and direct incoming calls to appropriate departments staff.
• Assist with scheduling and staffing for Information Desk, lobbies, and entrances.
• Train and coach Guest Services staff on customer service best practices.
• Serve as liaison for patients, visitors, and community; assist with complaints and requests.
• Escort patients to destinations within hospital or clinics.
• Assist patients in navigating health system resources.
• Ensure lobby areas are stocked with supplies and information materials.
• Perform other duties related to Guest Services and Volunteer Services.

Skills

Customer service

Public relations

Team leadership

Bilingual Spanish

Communication

Microsoft Office

Education

High School Diploma or GED

Tools

Printing services

Job description

UMC Health System is seeking a Guest Services Coordinator to ensure exceptional customer service and patient relations across hospital campuses. You will lead volunteers, handle inquiries, and support lobby and information desk operations.

The role requires strong communication, English proficiency, and experience in healthcare customer service, with a focus on patient-centric service and operational excellence.