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Lead Child Experience Coordinator

2 months ago

Miami, Florida, United States Nicklaus Children's Health System Full time
Job Summary

We are seeking a highly skilled and experienced professional to join our team as a Lead Child Experience Coordinator. In this role, you will be responsible for monitoring and assisting departmental leadership with the day-to-day operations of our children's hospital. You will coordinate activities, resources, and services to drive operational strategy and create excellent public relations for our hospital.

Key Responsibilities
  • Assist departmental leadership with the day-to-day operations, projects, and implementations, and maintain quality standards.
  • Prioritize the patient and family experience, responding to questions and/or problems, and keeping open lines of communication with patients, families, and visitors.
  • Lead the coordination, planning, and supervision of activities and experience services, maximizing variety and resources offered to patients and families.
  • Maintain frequent lines of communication with staff, volunteers, and monitor time-sensitive patient/family requests, escalating concerns as needed.
  • Collaborate with clinical and non-clinical departments to drive service excellence system-wide.
  • Responsible for the approval of all activity calendar and flyer content, visual appearance, and digital distribution to key internal and external stakeholders.
  • Responsible for departmental supplies and purchase orders, ensuring inventory of ordered materials while maintaining within budget.
  • Track and trend participation and usage of experience requests and engagement to evaluate and adapt to patient and family needs.
  • Assist leadership with enhancements to patient experience requests and data trending using NCHSnet SharePoint, GetWell Network, and similar platforms.
  • Support the coordination and facilitation of marquis events, such as Spread Joy, Carlin Prom, and Michael Fux holiday party.
  • Provide back-up coverage and weekend rotation as part of the team.
Qualifications
  • 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.
  • 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.
  • Ensure 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.