University of Missouri Health Center - Columbia, MO

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To coordinate operational support on the nursing units that enhances the care model for patients and allows nursing staff to focus more of their time on clinical issues at the bedside.
Required Qualifications:
A high school diploma is mandatory. Some college education or equivalent in work experience required. Approximately 3-5 years prior work experience required. Must be able to use windows-based computer applications. The Coordinator, Hospitality Services must receive their Boone County Food Handlers License within 30 days of employment.
Preferred Qualifications:

Detailed Description:
Address operational issues on the nursing units by utilizing organizational abilities and communicates needs to the appropriate resources for resolution. Present professional and positive impression of University of Missouri Health Care by conveying a friendly and welcoming demeanor. Conduct rounding on patients and nursing staff to ensure the patients? needs are met in a timely manner by making themselves available and anticipating needs. In charge of the non-clinical needs for assigned patients and their families. Verify high quality services are maintained by regularly touring the patient care areas and by providing a facility that is clean, accessible, functional, and in compliance with life safety codes. Contacts appropriate resources when issues are identified. Provide a warm welcome to patients & families and ensures welcome kits are distributed upon hospital admission and that all non-clinical issues pertinent to the patient are addressed. Coordinate processes to ensure the patient and visitor has a pleasant stay. Coordinate with the appropriate departments to ensure the patient?s room is ready for admission, assisting with stocking and straightening the room and making sure it is clean and in proper repair. Coordinate communication of hospital services including the hospitality line, Star Additions and room service program, and Concierge Services are explained to patients and families. This includes mentioning the hospitality line and concierge services for directions, transportation, hotels and restaurants. Coordinate provision of snacks, drinks and/or other meals at the request of the patient/visitor. These may need to be retrieved from a centralized galley or the kitchen. Some requests may take preparation. Food & drink requests must meet any dietary restrictions placed on the patient. Requests should be addressed immediately to ensure patient satisfaction. Ensure all waiting areas are monitored and an assessment of patient family needs occurs with offer of assistance in any way possible. Maintain a current list of patients by name and room number and pertinent preference information. Maintain a quick reference including telephone numbers, pagers and names of key personnel, and department extensions. Work closely with the concierge to follow up on any concerns that are reported through the hospitality line. Provide immediate service recovery when needed assisting the patient and visitors with all non-clinical needs representing all the Support Services departments. Coordinates with appropriate resources to ensure that hallways and elevator landings are free of clutter, waiting areas are clean and accessible, and that the environment overall is pleasing and in good repair. Ensures the pick up of any trash left in the hallway or rooms. Communicate with the appropriate department(s) for quick resolution of any issues needing immediate attention, and then report it to the concierge so a work ticket can be submitted for tracking purposes. For routine issues, will contact the concierge to submit a work ticket. Ensure patient and families receive the highest quality of service in a caring and compassionate atmosphere. Recognizes individuals needs and rights by putting the customer first. Coordinate for provision of escorts/guided tours to patients and families when needed. Assists the elderly or disabled patient, visitors & family. Ensure that wheelchairs are readily available throughout the facility by working with the Hospitality & Patient Support Services equipment team. Understands his/her role in the marketing of services and coordinating patient and visitor needs. Participates in Hospitality Committee meetings and updates the committee on any trends or concerns during tours of the facility. The Coordinator must have team spirit and work well with their peers in providing outstanding services to the patients & visitors. Assist nursing as much as possible in addressing any non-clinical needs for the patient. Knowledgeable of the use of security systems and emergency response plans within the facility and promotes safety of all customers in order to minimize the potential for fire and accidents. Report any suspicious activity to Security Services and any unsafe conditions to the Safety Coordinator. Provides back up assistance to Security and is fully trained to handle most situations. Adhere to current Support Service practices, policies and procedures. Work with clinical and service departments to enhance service practices by participating in clinical rounds, nursing reports and other quality improvement initiatives. Recommend process improvement and budget initiatives to increase patient and employee satisfaction while complying with hospital policies and procedures. Monitor employees, contractors and vendors for proper display of ID badge. Assist with the discharge process, providing a fond farewell for patients and families leaving the facility Perform other duties as requested by the Supervisor or Manager, Hospitality & Patient Support Services and/or the Director, Safety & Patient Support Services.

University of Missouri Health Center - 22 months ago - save job