Volunteer Customer Service Coordinator

EvergreenHealth Information Desk Volunteer Coordinator

Wage Range: $22.59 - $36.14 per hour

Posted wage ranges represent the entire range from minimum to maximum. For jobs with more than one level, the posted range reflects the minimum of the lowest level and the maximum of the highest level. Some positions also offer additional premiums based on shift, certifications or degrees. Job offers are determined based on a candidate's years of relevant experience, level of education and internal equity.

Job Summary: Provides mentorship and customer service training to EvergreenHealth information desk volunteers and supports internal customer service excellence initiative. Responsible for information desk volunteer orientation, updates, and ongoing training. Assists with clerical duties, special projects and record keeping of Volunteer Program. Works closely with Volunteer Department to enhance volunteer opportunities with information desks and in other areas.

Primary Duties:

• Coordinates and leads volunteers assigned to staff the information desks to ensure a positive patient experience and support operational excellence.
• Maintains Information Desk policies, procedures, and training resources.
• Coordinates volunteer schedules and tracks volunteer attendance.
• Conducts information desk training for new volunteers. Tracks organizational training and assessments of information desk volunteers.
• Provides guidance, coaching and performance feedback to Information Desk volunteers. Demonstrates best practices to promote a culture of customer service excellence, professional guest-centered interactions, adherence to established standards and the consistent delivery of a positive and efficient guest experience.
• Responds to guest, volunteer, and operational concerns about the Information Desk. When necessary, assesses patient and visitor needs and activates appropriate emergency response protocols.
• Ensures volunteers are compliant with applicable department competencies and hospital policies.
• Supports the Gift Shop as needed.
• Performs other duties as assigned.

License, Certification, Education or Experience:

REQUIRED for the position:

• High School graduate or equivalent
• 2 years of customer service experience
• Exceptional customer service skills
• Knowledge of customer service excellence processes and procedures.
• Ability to train others in customer service excellence processes and procedures and motivate others to provide excellent customer service
• Ability to communicate effectively by phone and in person.
• Ability to maintain a positive, cooperative, and customer-focused approach, fostering effective relationships through professional, engaging interactions and a demonstrated commitment to assisting others.
• Good organizational skills and the ability to work successfully with frequent interruptions.

DESIRED for the position:

• Training experience
• Healthcare experience

Benefit Information: Choices that care for you and your family

At EvergreenHealth, we appreciate our employees' commitment and contribution to our success. We are proud to offer a suite of quality benefits and resources that are comprehensive, flexible, and competitive to help our staff and their loved ones maintain and improve health and financial well-being.

Medical, vision and dental insurance

On-demand virtual health care

Health Savings Account

Flexible Spending Account

Life and disability insurance

Retirement plans (457(b) and 401(a) with employer contribution)

Tuition assistance for undergraduate and graduate degrees

Federal Public Service Loan Forgiveness program

Paid Time Off/Vacation

Extended Illness Bank/Sick Leave

Paid holidays

Voluntary hospital indemnity insurance

Voluntary identity theft protection

Voluntary legal insurance

Pay in lieu of benefits premium program

Free parking

Commuter benefits