Position Summary

The Guest Services Supervisor oversees staff in multiple locations within the Guest Services Department to include; Emergency Department initial check-in, Main Entrance Information Center, East Entrance Information Center, Main Surgery Center liaisons, and Phoenix Children s Conference Center.

This position is responsible for effectively planning, organizing, training, mentoring and supporting staff in a high volume, fast paced environment.

Position Duties

• Responsible for hiring and staffing all locations, creating and implementing training plans for new staff and maintaining performance standards.
• Effectively manages on a daily basis staff scheduling, performance feedback, discipline, training and coaching.
• Coordinates daily activities to meet customer services initiatives with a focus on patient experience*Creates and organizes team building opportunities, leads staff meetings and supports hospital initiatives within the team* Serves as initial contact for department related issues;

remains accessible and responds to urgent issues; available on call after hours* Serves as Guest Services Associate during peak volume and staffing shortages

• Maintains efficiency in the department by continually assessing services, systems, and supporting tools to ensure exemplary service is consistently provided, while aligning with current trends in customer service industry globally.
• Maintains visitor and vendor management tracking systems*Ensures Emergency Department patient check-in system is functioning, measures volume and outcomes that require additional staff training or system adjustments*Assists in identifying and implementing new solutions to maintain and improve work flow*Interfaces with appropriate hospital staff for technical support and innovation
• Performs miscellaneous job related duties as requested.

Phoenix Children's Mission, Vision, & Values

Mission

Vision

Phoenix Children's will be the leading pediatric health system in the Southwest, nationally recognized for exceptional care, innovative research and advanced medical education.

We realize this vision by :

• Offering the most comprehensive care across ages, communities and specialties
• Investing in innovative research, including emerging treatments, tools and technologies
• Advancing education and training to shape the next generation of clinical leaders
• Advocating for the health and well-being of children and families

Values

• We place children and families at the center of all we do
• We deliver exceptional care, every day and in every way
• We collaborate with colleagues, partners and communities to amplify our impact
• We set the standards of pediatric healthcare today, and innovate for the future
• We are accountable for making the highest quality care accessible and affordable

Last updated : 2024-05-05