Coordinator of Guest Relations (FT, PT, and PRN)

Join Baylor Scott & White The Heart Hospital Frisco, Texas

Be part of what's next in cardiovascular care. An extraordinary opportunity is taking shape in Frisco, Texasand we invite you to help build it. Baylor Scott & White The Heart Hospital - Frisco is preparing to open its doors in Spring 2027, and we are assembling an elite team of cardiovascular professionals who want more than a jobthey want to help define the future of heart care in one of the nation's fastest growing regions.

As a new team member, you'll play a pivotal role in shaping a new, state of the art heart hospital designed with one purpose in mind: delivering world class, patient centered cardiovascular care. In anticipation of our opening, select roles will begin as early as Summer 2026, allowing you to complete comprehensive orientation and training at our nationally recognized Baylor Scott & White Heart Hospitals. This immersive experience ensures you are fully prepared, aligned with our culture, and equipped with the highest standards of clinical excellence well before the Frisco campus opens.

We are hiring for multiple Full-Time, Part-Time, and PRN opportunities. Current openings include:

Full-Time (FT)

• 4:50 AM - 1:20 PM
• 4:50 AM - 5:00 PM
• 7:00 AM - 3:30 PM
• 7:00 AM - 7:00 PM
• Variable Schedule (all shifts)

Part-Time (PT)

• 11:00 AM - 3:00 PM
• 4:50 AM - 5:00 PM
• 5:00 PM - 9:00 PM
• 7:00 AM - 7:00 PM
• Weekend Only: Saturday & Sunday, 7:00 AM - 7:00 PM

PRN (As Needed)

• Multiple PRN opportunities available

Please Note: Specific schedules, locations, and staffing needs vary by opening. Candidates will be able to indicate their employment type and shift preferences during the application process.

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well.

Our Core Values are:

• We serve faithfully by doing what's right with a joyful heart.
• We never settle by constantly striving for better.
• We are in it together by supporting one another and those we serve.
• We make an impact by taking initiative and delivering exceptional experience.

Our benefits are designed to help you live well no matter where you are on your journey. For full details on coverage and eligibility, visit the Baylor Scott & White Benefits Hub to explore our offerings, which may include:

• Immediate eligibility for health and welfare benefits
• 401(k) savings plan with dollar-for-dollar match up to 5%
• Tuition Reimbursement
• PTO accrual beginning Day 1

Note: Benefits may vary based upon position type and/or level.

The Guest Relations Representative facilitates patient satisfaction by visiting with patients, providing or coordinating communication for non-English speaking and hearing impaired patients and addressing unmet needs.

Essential Functions of the Role

• Facilitates patient satisfaction by visiting with patients to ensure patient's medical and non-medical needs are being met. Utilizes problem solving techniques following established policies and procedures in order to resolve patient complaints and concerns.
• Resolves immediate patient needs by contacting appropriate BSWH personnel and follow-up with complainant to ensure patient and/or guest satisfaction and provides input to Guest Relations management for new products and services based on feedback.
• Works with BSWH departmental personnel to offer help, concern and mercy to patient's and guest's concerns.
• Obtains patient and family feedback on services provided by BSWH. Documents and reports complaints, concerns and compliments to involved departments and administration.
• Assists patient and family with interpretation through American Sign Language, written translation and verbal language interpretation by using personal knowledge of interpretation and translation, arranging staff, volunteers and/or vendors to provide in-person communication by a credentialed interpreter, providing access to telephonic vendors, and utilizing conference calls through language line.
• Explains medical center policies and procedures and provides guest with general information about BSWH facilities.
• Provides in-service training on international patient protocol for BSWH physicians and staff.
• Provides scheduling, coordinating and conducting of campus tours for domestic and foreign visitors.
• Coordinates international patient to ensure they meet financial requirements and/or provide insurance coverage information through BSWH financial departments before treatments.
• Meets with international patients as needed to facilitate patient satisfaction.
• Rounds in the Emergency Department reception area and patient care areas to facilitate communication of policies and procedures of the Emergency Department, patient needs and provide good customer service.

Key Success Factors

• Must have exceptional skills in conflict resolution and patient-centered communication.
• Must possess exceptional professionalism with customer communication.
• Ability to establish and maintain effective working relationships.
• Ability to focus on crucial patient and guest details.
• Proficiency with computers in the Microsoft Office suite of software desired.
• Must be able to multi-task in a fast-paced environment.

We believe that all people should feel welcomed, valued and supported.

Qualifications

• EDUCATION - Associate's or 2 years of work experience above the minimum qualification
• EXPERIENCE - 1 Year of Experience

Baylor University Medical Center