GUEST EXPERIENCE SUPERVISOR

Description

SUMMARY/OBJECTIVE

The Guest Experience Supervisor will plan, direct, coordinate, and oversee the day-to-day functions of the Guest Experience Navigator staff to ensure they deliver an exceptional guest delighting experience. The Guest Experience Supervisor will act as a liaison between subordinate and supervisory staff as well as guests. Additional assignments include but are not limited to: department staffing, timekeeping for payroll purposes, performance evaluations, and complaint/conflict resolution for staff and guests alike. Greets visitors and provides general directions to and within our facilities.

Essential Functions

Supervisor Functionality

• Manages and monitors the performance of the Guest Experience Department to ensure excellent customer service is extended at all times to promote a high level of patient satisfaction. Uses interpersonal skills to effectively build and maintain cooperative working relationships within the department and the Clinic; is regarded as a team player by co-workers and other departments; serves as a liaison between staff and patients/customers.
• Provides direction and leadership to ensure Guest Experience Navigator (GEN) staff facilitate appointments and collection of payments in an accurate and timely manner and to monitor consistent workflow; sets employee goals and objectives to maximize understanding of duties; promotes teamwork and a high morale; acts as a role model to include positive direction (i.e. acknowledge good deeds and performance; address concerns or complaints; notify and counsel errors; methodically complete applicable documentation).
• Ensures all Guest Experience areas are appropriately staffed based on patient volume; reviews time off requests and ensures GEN Float staff are adequately cross-trained and assigned when and where needed.
• Reviews employment applications to select, hire, orient, train, direct and develop candidates. Monitors employee productivity and maintains appropriate records of operations. Conducts employee reviews in a timely manner. Disciplines and terminates employees as appropriate and in accordance with Clinic policy.
• Prepares and conducts regular Guest Experience Staff Meetings for effective communication.
• Research and resolve department-related questions, concerns or complaints by demonstrating excellent customer service practices in a friendly and courteous manner—offer assistance when needed and provide feedback when necessary. Is responsive to patient/customer, demonstrating sensitivity to individual special needs and cultural diversity.
• Receives and conveys compliments and accolades to staff; highly supportive of other staff in accomplishing whatever needs to be done to serve the patient/customer.
• Maintains department operations within budgetary guidelines as outlined by the Department Coordinator and/or Director.
• Communicates thoughts and ideas clearly and demonstrates ability to listen and offer sound feedback. Is concise in both written and verbal communications. Can gather data and prepare effective reports.
• Upholds all aspects of Clinic Standards. Holds self to the highest standard of individual ethical and legal business practices and takes appropriate steps to identify, report and prevent illegal or unethical activities in the workplace.
  
  

Assistance to fellow Supervisors, Department Director

• Provides back-up coverage in the absence of co-supervisors or Department Director.
• Regularly communicates with Coordinator and/or Director to advise relevant information to include staffing concerns, provider access issues or complaints of any nature, etc.; keeps peers well informed to enhance department unity.
• Continually reviews department operations for improvements; identifies deficits and makes recommendations to the Director for department improvement and/or to streamline processes.
  
  

Timekeeping / Payroll

• Handles timekeeping, payroll and recordkeeping of any staff that (s)he supervises; ensures primary schedules are assigned to staff and that those schedules are provided to the Payroll Coordinator to implement into the timekeeping system.
• Maintains staff attendance records. Receive corrective actions for time and attendance as they generate through the timekeeping system; validate the dates of occurrence, prepare corrective actions accordingly, and counsel staff as needed.
• Provide back-up coverage to timekeeper designees as needed..
  
  

Support to Patient Access Educator and Patient Service Specialist

• Continues to maintain mastery in subordinate duties.
• The Guest Experience Supervisor may serve as support or coverage to the Guest Experience Educator. When those instances occur, the Supervisor will follow all Essential Functions as outlined in the respective job descriptions. The Essential Functions will include, but are not limited to: training GEN staff, follow-up of hearing interpreter scheduling, patient appointment scheduling, insurance verification, billing and payment collection.
• If a lengthy line of patients awaiting check-in occurs at a Guest Experience Desk, the Supervisor will seek GEN-Float assistance or provide assistance themselves to get the line at a level of control.
  
  

SUPERVISORY RESPONSIBILITY

Guest Experience Navigator Staff

WORK ENVIRONMENT AND PHYSICAL DEMANDS

Physical Surroundings

• Must be able to work in a team environment
• Works in an office and/or lobby where staff/patients/customers can approach
• Must be aware of staff/patients/customers throughout area and/or building
  
  

Light Work / Lifting / Reaching / Manual Dexterity

• Able to sit for extended periods of time.
• Able to get up and down from chair with ability to walk to equipment, lobby and offices.
• Routinely exerts a negligible amount of force to move objects; occasionally exerts up to 20 pounds.
• Able to lift, carry, push, pull or stretch to retrieve and/or handle documentation or objects.
• Able to lift documentation or objects from a lower-to-higher position or moving objects horizontally from position-to-position.
• Able to extend hand(s) and arm(s) in any direction.
• Able to use computer keyboard and mouse.
  
  

Talking / Hearing / Visual Acuity

• Must be able to communicate or exchange instructions or information by means of spoken word accurately and discreetly.
• Able to perceive sounds at normal speaking levels with or without correction.
• Able to receive detailed information through oral communication, and to make the discriminations in sound.
• Must be aware of multiple phone lines ringing and answer phones accordingly.
• Required to have close visual acuity to perform activities such as: viewing a computer terminal, reading, and/or utilizing phone system.
  
  

TRAVEL

Must have reliable transportation to travel to sites as needed for training, conferences or meetings.

Requirements

REQUIRED EDUCATION AND EXPERIENCE

• High School graduate or GED equivalent.
• All related education and experience must be within the last two (2) years
• Advanced understanding of medical, insurance, scheduling, customer service, billing/ payment processing and legal terminology.
• Experience as a supervisor in a related field such as customer service, medical appointment scheduling, billing/payment processing or other similar experience.
• Proficient in IDX utilization or previous appointment scheduling system
  
  

Preferred Education And Experience

• Prefer 2 year degree or higher level of education in business-related field.
• Prefer advanced understanding of medical, insurance, scheduling, customer service, billing/ payment processing and legal terminology
• Prefer 5 years experience as a supervisor in a related field such as customer service, medical appointment scheduling, billing/payment processing or other similar experience.
• Experience Preferred
  
  

Additional Eligibility Qualifications

• Must meet department standards for general abilities and typing tests; must have accurate keyboard skills to include proper grammar and accurate spelling skills.
• Must have knowledge of Windows-based computer applications.
• Must be detail oriented and able to access data from varied resources and programs.
• Must be able to multi-task and adjust work pace to meet work volume demands in a fast-paced environment demonstrating tact, courtesy and discretion at all times.
• Must possess professional manner and appearance.
• Must display a positive demeanor and be a role model for dependability, responsibility and professionalism at all times.
• Must uphold all aspects of Clinic Standards of Conduct. Holds self to the highest standard of individual ethical and legal business practices and takes appropriate steps to identify, report and prevent illegal or unethical activity in the workplace.
• Must meet production standards of department.