Lead Child & Family Experience Operations Coordinator (Full Time, Day shift) at Nicklaus Children's Health System in Miami, Florida

Job Description:

Job Summary

Monitors and assists departmental leadership with the day-to-day operations. Coordinates activities, resources, and services driving operational strategy, experience, and creating excellent public relations for the hospital. Ensures daily functions of experiences are operated efficiently. 

Job Specific Duties

• Assists departmental leadership with the day-to-day operations, projects and implementations, and maintains quality set by leadership team of Michael Fux Family Center, Kosher Kitchen, and Event Studio.  
  
  


• Prioritizes the patient & family experience. Responds to questions and/or problems, keeping open lines of communication with patients, families, and visitors. Assesses situations, considers alternatives, and chooses an appropriate course of action and personalized services to reduce the stressors of hospitalization. 
  
  


• Leads the coordination, planning, and supervision of activities experience services maximizing variety and resources offered to patients and families. Collaborates across teams ensuring a timely response, clear communication of activity plans working closely with Events & Experience Specialist and Experience Coordinators.
  
  


• Maintains frequent lines of communication with staff, volunteers, monitors time sensitive patient/ family requests, escalates concerns as needed, and closes the loop after every occasion. 
  
  


• Assists leadership with lodging vendor relationship ensuring rates, occupancy, and invoice accuracy. Serves as point of contact for lodging criteria review and approvals.
  
  


• Collaborates with clinical and non-clinical departments driving service excellence system wide. Advocates for and incorporates patient/family input when working with internal and external stakeholders. 
  
  


• Responsible for the approval of all activity calendar and flyer content, visual appearance, and the digital distribution to key internal & external stakeholders.  
  
  


• Responsible for departmental supplies and purchase orders ensuring inventory of ordered materials while maintaining within budget.  
  
  


• Tracks and trends participation and usage of experience requests and engagement to evaluate and adapt to patient and family's needs.
  
  


• Assists leadership with the enhancements to patient experience requests and data trending using NCHSnet SharePoint, GetWell Network, and similar platforms. 
  
  


• 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.

Minimum Job Requirements

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


• 1-3 years of experience coordinating small scale activities for children/ families and projects, logistics and/or office operations

Knowledge, Skills, and Abilities

• Bachelor's degree is highly preferred.
  
  


• Bilingual English and Spanish
  
  


• Ability to work with numerous and frequent interruptions.
  
  


• Considerable experience in dealing effectively with people in stressful situations, preferably in a hospital setting.
  
  


• Demonstrate leadership, organizational, time management, and problem solving skills.
  
  


• Ensures the highest degree of professionalism, friendliness, helpfulness, and customer service at all times.
  
  


• Ability to act independently upon information and make decisions that achieve optimal results.
  
  


• Displays a professional image and is a role model in service excellence.
  
  


• Exceptional verbal and written communication skills.
  
  


• Able to foster positive team morale and company culture.