Experience Coordinator (Full Time) at Nicklaus Children's Health System in Miami, Florida

Job 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.

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