Guest Service Coordinator

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that's served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It's our passion.

Primary Purpose

The Guest Service Coordinator is responsible for delivering exceptional customer service while supporting the operational needs of a 24/7 department. This role ensures appropriate staffing coverage across all shifts by managing schedules, timekeeping that's essential to department operations. The coordinator serves as the primary point of contact for schedule adjustments, time-off requests, and guest related inquiries, working closely with department leadership to support administrative functions, process improvements, and service excellence initiatives. This position plays a critical role in enhancing the overall patient, visitor, and staff experience through proactive engagement, issue resolution, and collaboration with internal departments.

Minimum Specifications

Education

Must have Highschool diploma or equivalent.

Associate degree preferred

Experience

Must have a minimum of 2 years of experience in a customer service role, preferably in a healthcare or hospital setting.

Must have experience using scheduling and workforce management tools such as UKG (Kronos), PeopleSoft, and Workday.

Must have experience creating, updating, and reviewing job aids or workflow documentation to support team training and operational consistency.

Preferred experience with Sign-Up Genuis or similar platforms for shift coverage coordination.

Equivalent Education and/or Experience

May have an equivalent combination of education and experience to substitute for both the education and the experience requirements.

Certification/Registration/Licensure

None

Required Tests for Placement

None

Skills or Special Abilities

Strong organizational and time management skills

Excellent verbal and written communication

Attention to detail and accuracy

Customer service mindset with a professional demeanor

Ability to handle confidential information with discretion

Problem-solving and conflict-resolution abilities

Adaptability in a fast-paced, high-volume environment

Team collaboration and interpersonal effectiveness

Project support or management experience

Process improvement skills

Responsibilities

1. Coordinate and maintain staff schedules to ensure appropriate shift coverage for a 24-hour department, including holidays and weekends, while meeting productivity targets.
2. Monitor timekeeping records, validate entries, and ensure compliance with attendance policies; document and escalate concerns as needed.
3. Integrate Light Duty staff into the Guest Services operation with minimal disruption
4. Serve as the department's primary contact for schedule changes, time-off requests, and coverage needs.
5. Greet and assist patients, visitors, and staff in a professional, courteous manner.
6. Respond to guest inquiries, provide directions or service support, and escalate concerns appropriately.
7. Collaborate with other departments to resolve guest-related concerns and improve service delivery and safety.
8. Monitor guest flow and identify opportunities to improve operational processes
9. Track and report guest feedback to support quality and process improvement initiatives.
10. Support department leadership with administrative tasks, including updating job aids, distributing departmental communications, and maintaining workflow documentation.
11. Support special events or programs that enhance the patient and visitor experience
12. Perform other duties as assigned, related to the employeeAs role, qualifications, and competencies.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.As part of our commitment to our patients and employees' wellness, Parkland Health is a tobacco and smoke-free campus.