Major Responsibilites:

• Creates the guest services schedules and ensures employees adhere to it, rearranges staffing when call offs occur, and fills in at the desks when needed
• Responsible for training new teammates (and volunteers, if applicable) on all guest services locations, protocols and policies, including but not limited to: visitor restrictions, Epic, EasyLobby, calling codes, ordering cabs for patients, AIDET, wheelchair training, surgery family member management, time and attendance policies, and dress code. This also includes communicating any and all updates and new procedures to the existing staff.
• Rounds consistently on all teammates to provide support and leadership visibility, and initiates crucial conversations with teammates who require coaching
• Edits timecards and ensures all teammates adhere to the Time and Attendance Policies
• Manages inventory and orders all supplies for the department; supplies each workstation with necessary office supplies, wipes, gloves, and masks
• Manages Courtesy Transportation program by communicating with departments daily to ensure all transportation requests are done according to the established transportation policy. Provides service recovery to patients as needed.
• First point of contact when visitor needs to speak to a leader regarding their experience , as it relates to guest services. Provides relevant service recovery, then relays information to appropriate department for review
• Responsible for problem solving and strategically thinking about improving the guests' experience and keeping patient, visitor, and teammate safety at the forefront. Also sets short and long-term goals based on established priorities of the department and facility objectives.
• Assists in development of "customer service excellence" standards that not only meet but exceed customer expectations.
• Performs computer trouble-shooting procedures at Guest Services work stations when systems go down.

Licensure, Registration, and/or Certification Required: N/A

Education Required: Bachelor's Degree or equivalent

Experience Required: 3 years of experience in health care setting *2 years experience with project coordination *some prior leadership experience

Knowledge, Skills & Abilities Required:

Advanced computer skills and knowledge with keyboard familiarity preferred. Advanced telecommunication system skills and knowledge (receiving/making multi line calls, paging system, etc.). Advanced office skills (fax, copy machine, on-line services). Excellent organizational, communication, and customer service skills. Excellent problem-solving skills. Bilingual Spanish skills preferred.

Physical Requirements and Working Conditions:

Ability to make quick and sound decisions based on individual situations in regards to meeting customer needs. Ability to work weekdays, weekends, holidays, and off shifts in order to serve customers in a medical center environment. Ability to maintain composure and professional behavior in stressful situations. Ability to hear alarms and respond immediately. Must present a clean, well groomed, professional appearance at all times. Must be able to perform physical tasks such as lifting, pushing moving patients, wheelchairs, etc. Must be able to accommodate all customer areas in various locations of the hospital. Must be able to perform physical tasks such as lifting, pushing, moving patients, wheelchairs, etc., Lift 20-50 pounds occasionally and/ or 10 to 25 frequently and/ or up to 20 pounds constantly.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.