Inpatient Hospitality Coordinator

"ob Summary:
Inpatient Hospitality Coordinator serves as a liaison for patients and families in their assigned area. They
promote a gracious welcome, willingness to problem solve and assist families, as well as ensure that all families
feel welcome, cared for, and valued. As an expert in family facing amenities, the Inpatient Hospitality
Coordinator will proactively engage patient families to ensure that families are aware of hospital information,
technology, and resources available to them, as well as support them in leveraging those resources. They will
establish meaningful relationships with patients, families, and staff and work collaboratively to ensure that
experience is optimized.
Job Functions:
•Hospitality Engagement- Serve as a non-clinical point of contact for families and visitors to CHOP
including but not limited to:
•Maintain knowledge of hospital and surrounding area to assist families
•Greeting newly arrived patients and families upon their arrival
•Orient families and visitors to the hospital, including anticipated needs unique to families of the
assigned area
•Escort families to areas within CHOP and assist with discharging patients
•Enhance Patient Family Experience by:
•Partnering with staff in assigned area and utilizing feedback to identify areas of improvement
•Proactively reporting observed issues or gaps in service.
•Actively taking ownership of the patient family experience in assigned area
•Ensuring that patient experience is maximized by maintaining the highest level of service standards
that are aligned with the expectations of CHOP.
•Assisting in onboarding and training of new staff
•Assisting in the development and organization of training programs, workshops and initiatives to
advance the Department of Family and Visitor Services
•Participates in tasks, initiatives and/or committees that support departmental operations and
enhances one's professional development.
•Daily Operations
•Engage with all patients and caregivers in assigned areas to offer a premier patient family experience
•Ensure adequate supply of all FVS related materials in assigned space including but not limited to:
•Patient Family Facing Technology
•Hospitality Amenities
•Informational Materials
•Maintain a presence in assigned area and assist as needed
•Provide coverage as needed across all areas of FVS operations to support the patient family
experience
•Respond to patient and family issues and complaints to ensure timely resolution and escalation as
necessary
Able to serve as a champion of CHOP ICARE values
-Promote teamwork to achieve CHOP's mission and values
-Excellent oral and written communication skills.
-Ability to prioritize and complete duties in a timely and organized manner
-Performs work according to CHOP policies and procedures, professional standards of care, and
applicable laws
-Must work with or without supervision.
-Display support for CHOP mission and safety goals, abide by all measures of infection prevention
guidance, including hand hygiene