Guest Relations Coordinator

Capital Health is the region's leader in providing progressive, quality patient care with significant investments in our exceptional physicians, nurses and staff, as well as advanced technology. Capital Health is a dynamic health care resource accredited by the DNV that includes two hospitals, an outpatient center, satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group is made up of more than 600 physicians and other providers who offer primary and specialty care, as well as hospital-based services, to patients throughout the region.

Capital Health recognizes that attracting the best talent is key to our strategy and success as an organization. As a result, we aim for flexibility in structuring competitive compensation offers to ensure we can attract the best candidates.

The listed pay range or pay rate reflects compensation for a full-time equivalent (1.0 FTE) position. Actual compensation may differ depending on assigned hours and position status (e.g., part-time).

Pay Range:

Scheduled Weekly Hours:

Position Overview

• SUMMARY (Basic Purpose of the Job)

  The Guest Relations Coordinator enhances the Capital Health experience by providing proactive engagement and real-time problem resolution to patients, families and visitors. This role oversees daily operations and staffing for the Guest Relations team with a focus on maintaining a supportive and helpful environment for all visitors. The role also coordinates communications between families, the Guest Relations team and hospital departments to ensure all concerns are addressed promptly. Additionally, the Guest Relations Coordinator serves as a central point of contact to bridge communication gaps and streamline service delivery across the facility. Note: this position may occasionally require evening and/or weekend shifts based on operational needs.

  MINIMUM REQUIREMENTS

  Education:High school diploma or equivalent required; Bachelor's degree in Hospitality, Healthcare Administration or related field preferred.

  Experience:Two years of experience in a guest-facing hospitality or customer service role, including training and/or mentoring. Experience in a supervisory or leadership capacity is a plus.

  Other Credentials:

  Knowledge and Skills:Demonstrated ability to engage with guests through professional and welcoming interactions. Practical skill in identifying issues and applying real-time solutions to de-escalate stressful situations. Strong verbal and written communication skills to share information accurately with patients, families and hospital staff. Demonstrated ability to manage schedules, oversee team activities and handle multiple priorities in a fast-paced environment. Proficiency in using Microsoft Office applications, particularly Word and Outlook. Professional fluency in Spanish is highly preferred to support diverse patient needs.

  Special Training:

  Mental, Behavioral and Emotional Abilities:Demonstrated respect for and ability to work effectively with people from all backgrounds, ages and walks of life. Proven "self-starter" mindset that anticipates needs and takes action before a concern becomes a problem. Proven ability to remain calm, patient and professional when working with populations that may be under extreme stress. Demonstrated flexibility when handling shifting priorities, sudden schedule changes and evolving needs.

  Usual Work Day:8 Hours  

  Reporting Relationships

  Does this position formally supervise employees? No

  If set to YES, then this position has the authority (delegated) to hire, terminate, discipline, promote or effectively recommend such to manager.

  ESSENTIAL FUNCTIONS

• Serve as a visible and accessible hospitality resource for patients and families across all care areas to ensure a welcoming environment
• Coordinate daily staffing and coverage for welcome desks and campus rounding, ensuring all interactions reflect organizational values and a commitment to service
• Act as a primary point of contact for resolving complex guest issues, providing timely solutions and following up to ensure full satisfaction
• Oversee the execution of guest relations protocols and standardized processes to ensure consistent, high-quality service delivery across the facility
• Assist with training and mentoring Guest Relations staff to enhance service quality and team performance
• Support the maintenance of warm and inviting inpatient environments by advocating for patient comfort and hospitality needs
• Collaborate with clinical and non-clinical departments to bridge communication gaps and streamline the patient arrival and discharge experience
• Monitor the physical appearance of public spaces, such as waiting rooms and lobbies, reporting maintenance or environmental needs promptly
• Perform other duties as assigned

• PHYSICAL DEMANDS AND WORK ENVIRONMENT

  Frequent physical demands include: Standing
  
  Occasional physical demands include: Sitting , Walking , Climbing (e.g., stairs or ladders) , Carry objects , Push/Pull , Twisting , Bending , Reaching forward , Reaching overhead , Squat/kneel/crawl , Wrist position deviation , Pinching/fine motor activities , Keyboard use/repetitive motion
  
  Continuous physical demands include: Talk or Hear
  
  Lifting Floor to Waist 15 lbs. Lifting Waist Level and Above 10 lbs.
  
  Sensory Requirements include: Accurate Near Vision, Accurate Far Vision, Color Discrimination, Minimal Depth Perception, Accurate Hearing

  Anticipated Occupational Exposure Risks Include the following: Bloodborne Pathogens , Chemical , Airborne Communicable Disease , Extreme Temperatures , Radiation , Uneven Surfaces or Elevations , Extreme Noise Levels , Dust/Particulate Matter

This position is eligible for the following benefits:

• Medical Plan

• Prescription drug coverage & In-House Employee Pharmacy

• Dental Plan

• Vision Plan

• Flexible Spending Account (FSA)

- Healthcare FSA

- Dependent Care FSA

• Retirement Savings and Investment Plan

• Basic Group Term Life and Accidental Death & Dismemberment (AD&D) Insurance

• Supplemental Group Term Life & Accidental Death & Dismemberment Insurance

• Disability Benefits – Long Term Disability (LTD)

• Disability Benefits – Short Term Disability (STD)

• Employee Assistance Program

• Commuter Transit

• Commuter Parking

• Supplemental Life Insurance

- Voluntary Life Spouse

- Voluntary Life Employee

- Voluntary Life Child

• Voluntary Legal Services

• Voluntary Accident, Critical Illness and Hospital Indemnity Insurance

• Voluntary Identity Theft Insurance

• Voluntary Pet Insurance

• Paid Time-Off Program

The pay range listed is a good faith determination of potential base compensation that may be offered to a successful applicant for this position at the time of this job advertisement and may be modified in the future. When determining base salary and/or rate, several factors may be considered including, but not limited to location, years of relevant experience, education, credentials, negotiated contracts, budget, market data, and internal equity. Bonus and/or incentive eligibility are determined by role and level. 

The salary applies specifically to the position being advertised and does not include potential bonuses, incentive compensation, differential pay or other forms of compensation, compensation allowance, or benefits health or welfare. Actual total compensation may vary based on factors such as experience, skills, qualifications, and other relevant criteria.