Guest Services Supervisor (FT-Nights)

Baylor Scott & White Health•Waco, TX

2d•Onsite

About The Position

Here at Baylor Scott & White Health we promote the well-being of all individuals, families, and communities. Baylor Scott and White is the largest not-for-profit healthcare system in Texas that empowers you to live well. Our Core Values are: We serve faithfully by doing what's right with a joyful heart. We never settle by constantly striving for better. We are in it together by supporting one another and those we serve. We make an impact by taking initiative and delivering exceptional experience. Job Summary Supervises the daily operations and employees of the department. Guides, provides support, and acts as a positive role model. Creates an atmosphere of open communication throughout the department. Work Model Hours for this Guest Services supervisor position at Hillcrest, are Monday - Friday, 9:00 PM to 5:30 AM.

Requirements

Customer service experience required.
Knowledge of and experience using various computerized and/or radio-based communication systems for assignment and dispatch.
Excellent communication and interpersonal skills.
Ability to de-escalate complicated and intense situations.
H.S. Diploma/GED Equivalent
2 Years of Experience

Nice To Haves

Supervisory or management experience preferred.
Proficiency with computers in the Microsoft Office suite of software desired.

Responsibilities

Supervise the daily activities of guest services to ensure courteous, timely response to all needs and requests.
Provide supervision to employees and handles all HR functions for direct reports.
Follow established departmental policies and procedures for the location and makes recommendations for process improvement when needed.
Serve as an escalation point for complex issues, complaints, or questions from staff, guests, or patients.
Oversees department orientation and training to assure the skill level and knowledge of all staff assigned.
Runs and participates in the training of new hires, audits, and performs annual aptitude reviews.
Provide feedback on department costs like payroll, equipment maintenance, and replacement equipment.
This will help with budget compliance.
Assist with the preventative maintenance of equipment and ensure that immediate action for equipment malfunction is taken when needed.
Answer and ensure staff can answer questions from patients, guests, and vendors.
Direct inquiries to the appropriate channels professionally.
Personally greets and ensures staff greets patients and all visitors professionally and by identifying themselves.
Ensures staff members provide excellent service to all guests and customers.
Adhere to the methods of security and safety and complies with all local, state and federal regulatory requirements.
May be responsible for assisting with the interviewing, acceptance and orientation of volunteers.
May provide gift shop support which can include answering questions and providing coverage in the event of absences.
May be responsible for contacting outside facilities for pastoral care should the pastoral care volunteer not be available.
Performs other position appropriate duties as required in a competent, professional and courteous manner.