Manager Guest Services - Full Time

Description

Full-Time: Monday-Friday varying start times 8:00am-4:30pm; 7:00am-3:30pm. Including weekends as needed. 

Northwell is the largest not-for-profit health system in the Northeast, serving residents of New York and Connecticut with 28 hospitals, more than 1,000 outpatient facilities, 22,000 nurses and over 20,000 physicians. Northwell cares for more than three million people annually in the New York metro area, including Long Island, the Hudson Valley, Connecticut and beyond, thanks to philanthropic support from our communities. Northwell is New York State’s largest private employer with over 104,000 employees — including members of Northwell Health Physician Partners — who are working to change health care for the better.

Summary:

The Manager Guest Services coordinates and manages the daily operations of assigned departments. Works with direct reports in the development of training, education and implementation of process improvements to promote the importance of the patient experience. Responsible and accountable for managing cost, quality and services provided by the departments.

Responsibilities:

1. Manages the overall operation of the guest services function ensuring acceptable staffing levels with minimal overtime use.

2. Responsible for all department administrative functions for the guest services function including payroll, budgets and call and code reporting.

3. Assumes responsibility for human resource management with the departments to achieve quality services and positive employee relations.

4. Coach, monitor, develop and evaluate staff. Conduct quality staff meetings, complete staff appraisals on time and consistently updating training materials.

5. Maintain and support Northwell computerized phone database and/or visitor badging systems. Coordinate with vendors to maintain functionality of the system(s). Assist in the management of training of all staff, volunteers and contract personnel on department systems and procedures.

6. Collaborate with department leaders to develop procedures for life safety codes and visitation.

7. Maintain capital and operating budgets for departments under span of control.

8. Maintain and Model Northwell Health Values.

9. Demonstrates regular, reliable and predictable attendance.

10. Performs other duties as required.

Education Skills Experience:

• Associates Degree or equivalent experience required
• Bachelors Degree or equivalent experience preferred
• Minimum of 5 years experience in direct customer service or guest services position
• 1-2 years in a supervisor position preferred
• Strong computer skills, Microsoft Word, Excel, and Outlook

Working Conditions:

• Manual: Some manual skills/motor coord & finger dexterity
• Occupational: Little or no potential for occupational risk
• Physical Effort: Very Heavy effort. May exert up to 50 lbs. force

Company: Vassar Brothers Medical Center
Org Unit: 1839
Department: Info Desk
Exempt: Yes
Salary Range: $36.53 - $48.08 Hourly