Description

JOB DESCRIPTION:

• The Supervisor of Guest Services will be responsible for the day to day management and oversight of the Guest Services Department while demonstrating a strong commitment to personalized guest service excellence.
• Will provide direct supervision, guidance and leadership to all front-end patient and guest services staff members.
• Plans, organizes and directs the activities of the department, managing concierge staff and services.
• Greets and assists patients, visitors and other users of the hospital by directing and informing them of the location of hospital services, patient locations, etc. they desire as well as regulations governing hospital visitation policies and procedures.
• Manages concierge staff and services, staffing and performance of team.
• Screens incoming staff, providers, vendors and visitors entering Emory facilities by following established CDC or other regulatory guidelines and internal procedures.
• Along with hospital leadership, investigates new procedures and techniques.
• Develops and implements action plans to meet needs and improve service.
• Develops and monitors strategic operating goals, objectives and budget; and reports operational performance, justification and/or corrective action.
• Oversees the development, coordination, integration, communication, implementation, and performance evaluation of operating policies and procedures consistent and in collaboration with all Emory Healthcare guidelines.
• Builds and maintains productive inter/intra-departmental and vendor work relationships to optimize operations.
• Performs related duties, as required. MINIMUM QUALIFICATIONS:
• High School Diploma and five (5) years of guest services related experience, preferably in the healthcare or hospital industry required.
• Bachelor degree and previous supervisory experience strongly preferred.
• Strong critical thinking and analytical skills.
• Demonstrated ability to effectively communicate verbally and in writing; good interpersonal skills to work with diverse populations in a fast-paced environment. PHYSICAL REQUIREMENTS: (MediumMax 25lbs): up to 25 lbs, 0-33% of the work day (occasionally); 11-25 lbs, 34-66% of the workday (frequently); 01-10 lbs, 67-100% of the workday (constantly); Lifting 25 lbs max; Carrying of objects up to 25 lbs; Occasional to frequent standing & walking, Occasional sitting, Close eye work (computers, typing, reading, writing), Physical demands may vary depending on assigned work area and work tasks. ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.