Job Summary

Responsible for creating a personalized experience for patients and families while supporting clinical needs. Coordinates services and 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 and 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 and personalized services; presents information to patients and families. Provides 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, 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.