Guest Services Supervisor

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Job description

Overview:
Be inspired. Be rewarded. Belong. At Emory Healthcare.

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

Comprehensive health benefits that start day 1

Student Loan Repayment Assistance & Reimbursement Programs

Family-focused benefits

Wellness incentives

Ongoing mentorship, development, and leadership programs

And more

Work Location: Atlanta, GA

Additional Details:

Description:
RESPONSIBILITIES:

Manages facility entrances to ensure a welcoming environment by greeting and acknowledging individuals with a smile

Provides wayfinding assistance, communicates facility services and promptly responds to inquiries

Provides helpful, safe and supportive experience for all people entering the facility

Oversees front desk and lobby coverage, manages designated areas and equipment (wheelchairs, PPE stations) and addresses customer service and facility related issues

Partners and supports clinical teams with visitation policies and customer service

Responsible for providing a culture of excellence as well as culturally appropriate, compassionate care

Manages team members to achieve patient experience goals and operational and strategic initiatives

Plans Guest Services schedules and ensuring coverage during operational hours. Trains and manages volunteers and students assigned to entrances

In addition to the requirements of a Guest Services Associate 1 & 2, serves as point person for ensuring compassionate, welcoming, timely and efficient communication to patients, guests, vendors, and employees entering and leaving the building

Leads efforts to drive service excellence within the guest services team, including assisting with the training and onboarding of new team members, communicating and operationalizing organizational changes, cross-training with other departments and guest services teams to increase knowledge base, and serving as relief supervisor, facilitating scheduling changes, assisting with timekeeping, managing and ordering supplies, and serving as point person for guest escalations

Actively seeks opportunities to improve processes and first impressions experience

Serves on entity-level committees and fosters strong collaborative relationships with other teams and departments

Develops and manages Guest Services team schedules - including volunteers and students- to provide continuous coverage for entrances, waiting and assigned areas

Mentors and cultivates talent within guest services, while pursuing their own professional development in relevant areas, such as de-escalation, service recovery, communication skills, and customer service

Works with Public Safety and leaders to help identify safety risks and escalating situations

Completes incident reports involving patients and guests

Provides timely and accurate notifications of regulatory inspectors and emergency situations, i.e. assisting Public Safety with identifying visitors

Serves as super user for guest services technologies

Performs other related duties as required

SKILLS REQUIRED:

Knowledge of electronic medical record and scheduling systems

Comprehend and interpret EHC policies impacting safety and customer service

CPR (Basic Life Support) certification preferred

Ability to work independently

Conflict management

MINIMUM EXPERIENCE:

3 years experience in customer service and/or healthcare environment

1 year experience as Guest Services Associate 1 or 2

Experience working directly with patients and clinical teams

Demonstrated proficiency in computer programs such as customer databases, Microsoft Office, scheduling and/or reservation systems

Demonstrated conflict management and problem solving skills

Telecommunication skills and proficiency using multi-line phone and cell phone

MINIMUM EDUCATION:

Associate degree or leadership experience considered

Additional Details:
Supporting a diverse, equitable and inclusive culture. Emory Healthcare (EHC) is dedicated to providing equal opportunities and access to all individuals regardless of race, color, religion, ethnic or national origin, gender, genetic information, age, disability, sexual orientation, gender identity, gender expression and/or veteran's status. EHC does not discriminate on the basis of any factor stated above or prohibited under applicable law. EHC respects, values, and celebrates the unique perspectives and backgrounds of all individuals. EHC aspires to create an environment of collaboration and true belonging for all our patients and team members. Emory Healthcare (EHC) is committed to achieving a diverse workforce through equal opportunity and nondiscrimination policy in all aspects of employment including recruitment, hiring, promotions, transfers, discipline, terminations, wage and salary administration, benefits, and training.

ACCOMMODATIONS: EHC will provide reasonable accommodation to qualified individuals with disabilities upon request. To request this document in an alternate format or to request a reasonable accommodation, please contact the Office of Diversity, Equity, and Inclusion."

PHYSICAL REQUIREMENTS: (Medium-Heavy) 36-75 lbs., 0-33% of the work day (occasionally); 20-35 lbs., 34-66% of the workday; (frequently); 10-20 lbs., 67-100% of the workday (constantly); Lifting 75 lbs. max; Carrying of objects up to 35 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 environmental 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.

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