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Office Coordinator

1 month ago

St Paul, United States HealthPartners Full time

Criteria Based Job Description

Job Title: Hospital and Guest Experience Coordinator


Reports to: Director of Hospital Experience and Director of Housekeeping & Guest Experience Operations

Job Code: 725788

Approved by: Director of Hospital Experience and Director of Housekeeping & Guest Experience Operations

Department: Hospital and Guest Experience

Approval Date: July, 2019


MINIMUM QUALIFICATIONS:

Education:

HS Diploma or equivalent required.

Experience:

Five years of administrative experience.

Licensure/ Registration/ Certification:

n/a

Knowledge, Skills and Abilities:

  • Exceptional written and verbal communication skills

  • Proficient with Microsoft Word, Excel, Outlook and PowerPoint. Able to learn new software programs

  • Excellent spelling, grammar, editing and organizational skills

  • Ability to establish and maintain effective working relationships

  • Ability to understand and carry out complex oral and written directions

  • Ability to work independently and make independent decisions and work well with teams

  • Proficient at determining priorities, planning workloads, multitasking and meeting deadlines

  • Ability to creatively problem-solve and multi task

  • Ability to establish and maintain accurate data and files

  • Flexibility: to work under continually changing priorities, to adjust schedule to meet demands, to navigate various team support duties.

  • Ability to handle confidential information with discretion

  • Ability to organize and schedule multiple and complex calendars, work schedules and meetings

  • Excellent attention to detail

  • Ability to coordinate and manage detailed information

  • Ability to perform under pressure with multiple deadlines


PREFERRED QUALIFICATIONS:

Education:

Associate's degree or Bachelor's degree in business or related field strongly preferred.


Experience:

Hospital/healthcare experience preferred.


Licensure/ Registration/ Certification:

n/a

Knowledge, Skills and Abilities:



POSITION SUMMARY STATEMENT:


This position coordinates the daily operations and activities of the Hospital and Guest Experience Departments and provides administrative support to departmental leadership. Coordinates programs, projects and processes such as service recovery, schedules senior leader rounding and greeter desk coverage, maintains intranet sites, coordinates the Thank You program, and tracks key information. Provides analysis of reporting results and may interpret and provide recommendations for possible improvements. This requires the ability to multitask and identify priorities which may change frequently throughout the day. Acts as a key liaison with multiple departments and administrative staff. The position is accountable to support the entire Hospital and Guest Experience teams which includes Transport, Guest Services, Switchboard, Volunteer Services, and Gift Shop. Communicates and interacts with HealthPartners and hospital personnel. Independently applies analytical and problem-solving skills to resolve administrative issues. Performs other duties as assigned.

















MAJOR JOB DUTIES AND TASKS:

Percentage

Of Time:


1.

Provides administrative support for the Director of Housekeeping and Guest Experience and the Director of Hospital Experience.

40%


  1. Performs a broad variety of duties and other responsibilities to relieve department leaders of routine administrative detail, such as coordinating various meetings and maintaining master schedules in order to meet the needs of the department.

  2. Creates, proofreads and edits a variety of material, including but not limited to: correspondence, spreadsheets, presentation materials, and department communications.

  3. Coordinates and independently manages routine meetings for the team. Handles space procurement issues, obtains and sets up the necessary equipment. Prepares agendas and distributes them in a timely fashion. Prepares materials for presentations. Transcribes accurate meeting minutes and distributes in a timely fashion. Independently initiates meeting follow-up activities.

  4. Maintains department vacation calendar.

  5. Proactively anticipates needs and provides support to the leadership team.

  6. Maintains the leadership's calendar keeping up-to-date schedule on a daily basis and assists in efficient time utilization.

  7. Maintains appropriate files of all meetings, activities and documents.

  8. Generates requested reports.
























2.

Administers programs, projects and processes for the Hospital and Guest Experience Department

35%


  1. Manages files and databases for the Guest Experience department.

  2. Manages senior leader rounding schedule. Coordinates with senior team administrative support and department leaders.

  3. Creates and distributes schedules for greeter desk assignments.

  4. Supports Hospital Experience work teams by preparing packets, copying of materials, etc. for team leaders.

  5. Ensures applicable department policies are kept current and accurate and are available on compliance 360.

  6. Compiles materials for education classes, as appropriate.

  7. Registers and distributes materials for education classes, as appropriate.

  8. Maintains intranet site and resources in partnership with departmental leadership.

  9. Manages Accounts Payable system for department; authorizes payment of invoices, prepares check requests and obtains appropriate authorization to ensure prompt payment of invoices.

  10. Sorts and distribution of department mail.

  11. Manages thank you card program by coordinating volunteers to ensure cards are available and distributed to departments on a weekly basis. Tracks the responses, creates reports and identifies trends. Sends on the comments/cards to each department leader as appropriate.

  12. Manages and organizes the service recovery program which includes ordering and distributing all gift cards. Produces reports with summary/observation on the effectiveness and overall use of the program, identifies trends and may provide recommendations for updates to process.

  13. Assists with the development, implementation and ongoing needs of the service recovery program.

  14. Generates requested reports.

  15. Presents a positive image as the primary contact person for internal and external customers.

  16. Performs other duties as assigned.


3.

Orders supplies and equipment

10%


  1. Orders general office supplies and related equipment for departments; includes use of Lawson system.

  2. Researches options for products that align with the needs of the dept.

  3. Coordinates payment of purchase order requests and check requests to Accounts Payable dept. in a timely fashion.

  4. Uses P-Card for departmental needs and processes monthly reconciliation timely and accurately.

  5. Completes capital request forms, as needed.

  6. Organizes and coordinates all department moves for staff and offices; phone, computers, movers, keys and ordering any required phone or computers.



4.

Establishes and maintains excellent working and collaborative relationships with other departments and throughout the organization

10%


  1. Acts as a liaison between the Hospital and Guest Experience departments and other departments.

  2. Serves as a resource and provides direction on service recovery and guest experience issues.

  3. Updates department leaders on a regular basis regarding projects and activities.

  4. Responds to Hospital and Guest Experience department inquiries, complaints and concerns independently.

  5. Establishes and communicates realistic expectations for service and routinely meets those expectations.

  6. Routinely participates in department daily huddles and employee forums.

  7. Serves as notary for hospital.



5.

Maintains competency and keeps up-to-date on administrative, computer and clerical knowledge and skills

5%


  1. Regularly updates self with new information, policies/procedures.

  2. Improves/expands professional expertise through reading, conferences, new computer software, etc.

  3. Completes required annual education.

  4. Knowledgeable of emergency procedures.



ORGANIZATIONAL EXPECTATIONS:


Values


All team members are expected to demonstrate our values:


Excellence: We strive for the best results and always look for ways to improve.

Compassion: We care and show empathy and respect for each person.

Partnership: We are strongest when we work together and with those we serve.

Integrity: We are open and honest, and we keep our commitments.


We are committed to living our values. That means our patients and families can expect certain things from each of us:


They can expect us to be their partner and treat them with dignity and respect. They can expect us to listen carefully and give good, timely information. They can expect us to do our best to provide affordable, coordinated, high quality care and services that are easy to find and simple to use. They can expect safe, clean spaces. And they can expect that we will do our very best to earn their trust by being open and honest, and keeping our word.


Additional Expectations:

  • Complies with safety instructions, observe safe work practices, provides input on safety issues and promotes a safe work environment.

  • Maintains regular and timely attendance

  • Protects confidentiality

  • Demonstrates participation in and support of the organization's Corporate Integrity Program by participating in compliance-related education and training and complying with the organization's policies and procedures.

  • Timely completion of all mandatory education and organizational requirements (i.e. licensure/certification, Employee Health and Wellness requirements, annual training, etc.)


POPULATION SPECIFIC COMPETENCIES:


Yes



X No



Does this employee have direct patient contact?

If "Yes," departments will need to determine the appropriate competencies in their areas for their specific patient populations.




LEADERSHIP RESPONSIBILITIES:

Please describe the degree to which the position directs the work of others or coordinates workflow of a clinic, department or functional area. If applicable, indicate the number of people and the titles for which this position directly and/or indirectly directs the work of others or coordinates workflow.

n/a


PHYSICAL REQUIREMENTS:

Please list any physical requirements necessary to the performance of this job (e.g. lifting, carrying, stretching, sitting or standing for long periods of time). Please specify details such as number of pounds expected to lift, number of hours must be on feet, etc.

Requires viewing a computer screen and using a keyboard for up to 75% of time daily. Involves up to 25% of time on written, verbal, or telephone interaction with staff. Ability to occasionally bend, reach, lift and carry (


ENVIRONMENTAL CONDITIONS:

Please list unusual environmental conditions, if any (e.g. extremely cramped quarters, noise, fumes, gases, extreme heat/cold, etc.).

Standard office environment. May be exposed to printer/copier cartridges, no extreme conditions, 100% inside.


EQUIPMENT:

Please list the equipment used in this position.

Office Equipment: Computer (and related programs), multi-line telephone, fax, copier, printer, calculator, pager, and other office machines.



7



We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.

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