Supervisor Guest Experience

Primary Purpose

Responsible for supervising the day-to-day operations and staff of Guest Services during assigned shift.

MINIMUM SPECIFICATIONS

Education:

• Prefer a High School degree.

Experience:

• Six years of experience in a healthcare or customer service environment.
• Two years of experience in a hospitality environment.
• Prefer experience in a patient navigation environment.

Equivalent Experience:

• May have an equivalent combination of education and experience to substitute for the experience requirements.

Certification/Registration/Licensure:

• None.

Skills or Special Abilities:

• Must have excellent verbal and written communication skills.
• Must be organized and detail oriented.
• Must demonstrate knowledge of community resources and services available for the targeted population.
• Must have excellent interpersonal skills, particularly in working with a diverse population. Must have the ability to represent Guest Services and Parkland in a positive and effective manner.
• Must exhibit caring, service-oriented behaviors toward people encountered and be able to defuse emotionally charged situations.
• Must be able to apply sound judgment while resolving questions and problems for patients and visitors. Must demonstrate effective supervisory and decision-making skills.

Responsibilities

• Oversees the day-to-day operations of assigned Guest Services shift to ensure the program operates effectively and efficiently, with a focus on customer service. Ensures visitors and patients are greeted and provided directions and general information to ensure ease of access around Parkland campus.
• Selects, trains, schedules, motivates, supervises, and evaluates employees, making recommendations up to and including termination, to ensure maximum utilization of individual and group capabilities. Ensures that assigned employees receive opportunities to further their knowledge. Provides ongoing feedback to team members and recognizes individuals for outstanding service delivery.
• Seeks to understand the unique needs of our internal and external customers, anticipate those needs, and tailor Guest Services responses in a culturally competent manner.
• Compiles and prepares reports on staff productivity, program needs, and program activities. Responsibilities include collecting, maintaining and organizing productivity data in a spreadsheet and/or database environment, and preparing reports as requested.
• Prepares shift turnover reports that include relevant information about shift activities, successes, and challenges, with a focus on providing the next shift with information that will help the team seamlessly deliver outstanding customer service.
• Identifies and analyzes the design of jobs, daily assignments, work processes, work flows, etc. for the Guest Services area and implements appropriate changes to improve effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland.
• Stays abreast of latest developments, advancements, and trends in the field of Guest Services by attending seminars/workshops and reading professional journals and internal publications. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the Guest Services areas. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state and private health plans. Seeks advice and guidance as necessary to ensure proper understanding.
• Serves as a back-up for all Guest Services shifts, as needed, to ensure continuous, high-quality service is available to the hospital during departmental hours of operation.

Job Accountabilities

• Identifies ways to improve work processes and improve customer satisfaction. Makes recommendations to supervisor, implements, and monitors results as appropriate in support of the overall goals of the department and Parkland.
• Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.
• Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.