Supervisor, Patient Experience

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Job description

Overview:
Our team members are the heart of what makes us better.

At Hackensack Meridian Health we help our patients live better, healthier lives - and we help one another to succeed. With a culture rooted in connection and collaboration, our employees are team members. Here, competitive benefits are just the beginning. It's also about how we support one another and how we show up for our community.

Together, we keep getting better - advancing our mission to transform healthcare and serve as a leader of positive change.

The Sup, Guest Services is responsible for all day to day operations of guest services areas and staff. This position coordinates staff at all posts of guest services to work as a unit to ensure quality customer service at all times.

Responsibilities:
A day in the life of a Supervisor, Patient Experience with Hackensack Meridian Health includes:

Handles the scheduling and training of all Guest Service Staff.

Interviews and recommends for hiring.

Reviews performance of all guest services staff including but not limited to evaluation of work, productivity, personal interaction with all patients, visitors and staff as well as prepares and distributes annual performance appraisals.

Responsible for staff's discipline including written, verbal warnings and suspensions.

Handles the department's manual, reference material and Medical Center manuals.

Reviews and acts upon shift to shift reports daily.

Manages and maintains budget for department.

Handles the Meeting Room Manager conference scheduling system, which includes training of hospital staff in accordance with established guidelines.

Responsible for and coordinates the parking vouchers, which includes printing, maintaining and distributing parking vouchers.

Enforces and promotes visiting hours regulation adherence throughout the department.

Assumes any guest services posts when needs dictate.

Contacts Environmental and Plant Operations to communicate any and all service requests on any issues involving areas within Guest Services posts or lobbies.

Completes incident report for any event not consistent with routine operations of the facility (event may include patient, visitor, or volunteer).

Monitors the staff to ensure they abide by HackensackUMC's Quality Standards and policies regarding attendance, punctuality, attire, etc.

Responsible for all purchase requisitions including supply orders for all Guest Services posts; uniforms, etc.

Maintains MySuccess Performance Management/Goals and Objectives accordingly.

Prepares Performance Improvement reports for quarterly reporting.

Responds to all emergency situations and delegates responsibility accordingly.

Distributes overtime in department only when necessary or when it affects operations of the department. This overtime should be distributed evenly with part-timers and per-diem staff to be the first notified. Must be aware and take steps to minimize the overtime in their department.

Makes consistent rounds of Guest Service posts for performance issues, staff related concerns and guest relations.

Handles the Clairvia/PeopleSoft time management by checking for accuracy of information and notifies Operations Manager of any recurring problems and maintains employee attendance records.

Adheres to the standards identified in the Medical Center's Organizational & Managerial Competencies.

Performs all other duties as assigned by Operations Manager and/or Administrator.

Stands throughout shift when necessary, physically assists patients when needed, and has constant telephone interactions.

Assumes charge responsibility when Operations Manager is not on duty.

Qualifications:
Education, Knowledge, Skills and Abilities Required:

Associates Degree.

Strong organizational skills and good communication skills (verbal and written).

Strong word processing skills (MS Word, Excel).

Education, Knowledge, Skills and Abilities Preferred:

Hotel experience.

Proficiency in a second language helpful.

If you feel that the above description speaks directly to your strengths and capabilities, then please apply today!

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