Guest Services Supervisor

Position Summary / Career Interest:

This position is accountable for supervision of Guest Services personnel. Responsible for operations of the Information Desks, enhancing customer service for all patients and visitors of multiple locations within the Health System. May be asked to perform Information Desk Associate duties during periods of staffing shortages, or for the purposes of training. SHIFT: 11:30-8PM. M-F

Responsibilities and Essential Job Functions

• Skills and duties may vary dependent upon your department or unit.
• Provides daily supervision and coordination of work activities for assigned Information Desk Associates.  Provides relief coverage in planned or emergent absences of other supervisors and employees as needed or requested. Adjusts work assignments for staff as needed to ensure coverage in assigned areas.  Prepares monthly schedules and oversees timekeeping processes.
• Assists with interviews; make recommendations for hiring, promotions, and transfers.  Completes initial and ongoing training of employees.  Cross-trains staff to provide relief coverage for absenteeism.  Provides ongoing training to assigned personnel to ensure technical competencies are met.
• Reviews Job Descriptions and Performance Appraisals with staff as needed.  Provides counseling for employees when needed to help formulate plans for improvement.  Maintains written documentation and evaluates employees as required by Human Resources guidelines.  Accountable for the overall performance, productivity, and conduct of staff being supervised.  Completes Performance Appraisals on all assigned staff in a timely fashion.
• Conducts walk-through of assigned areas as needed to review work content for quality and productivity.
• Holds teammates accountable for providing good customer relations. Accountable for day-to-day issues, problems or complaints occurring in their areas.
• Meets regularly with department director to discuss area of responsibility. Recommends solutions and develops specific short and long range operational goals.
• Manages the daily operations of the Information Desk staff to ensure effective orientation and training. Provides on-going training to include compliance with JCAHO regulations, HIPAA regulations, safety training, infection control, confidentiality, legal issues, and hospital policies and practices.
• Initiates new processes that support a more positive patient/visitor experience.
• Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department.
• These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities. Skills and duties may vary dependent upon your department or unit. Other duties may be assigned as required.

Required Education and Experience

• High School Graduate
• 3 or more years of experience as an information desk rep, front desk, reception or customer service environment preferably in a health care setting.

Preferred Education and Experience

• Bachelors Degree from an accredited college or university.
• Previous experience in a healthcare setting.

Knowledge Requirements

• Demonstrates leadership and challenging situations in a customer service in a fast-paced environment.

We are an equal employment opportunity employer without regard to a person’s race, color, religion, sex (including pregnancy, gender identity and sexual orientation), national origin, ancestry, age (40 or older), disability, veteran status or genetic information.