Manager - Guest Services & Volunteers & Auxiliary & Telecommunications

American Addiction Centers•Libertyville, IL

4d•$35 - $52

About The Position

Direct and coordinate the activities of the hospital volunteer services program to augment the paid associates. Provide leadership, guidance and support to point persons(staff) in departments where volunteers are assigned. Take appropriate action to ensure volunteers function in an efficient and effective way. Provide leadership and direction to the Guest Service, Volunteer, Auxiliary and Telecommunications (GSVAT) departmental operations in regards to service excellence. Will help create and maintain a positive visitor, patient and physician perception and impression of Advocate Condell Medical Center. Manages Guest Service team members/volunteers and the interaction of the lobby desks (information desks) which directs guests to inpatient and outpatient areas of the hospital via the computer database and visitor identification system. Assures the compliance of all safety guidelines and policies and procedures. Will also monitor any "wayfinding' questions on the Press Ganey survey and share results with team members and volunteers. Manages and provides direction to the GSVAT associates and volunteers. Directs and insures that the professional standards of care and the Behaviors of Excellence are adhered to at all times. Responsible for managing the key processes of welcoming guests to the hospital at major points of entry, as well as, being welcoming and professional via both internal and external phone calls: ensures staff development through coaching, in-services and established hospital protocols. Personally responsible for cultivating, mentoring/coaching/training to the GSVAT departments. Manage the coordination, staffing and scheduling to meet the needs of the departments and ensure effective and efficient operations and use of associate/volunteer manpower throughout the organization. Manages day to day resource functions of the GSVAT departments. Acts as the liaison at the system level for GSVAT. Establish the vision and goals for the Auxiliary of Advocate Condell Medical Center in coordination with the President of the Auxiliary and its board. Provide leadership, guidance and direction to the Auxiliary and department associates working with Auxiliary activities and events. Ensure the Auxiliary functions in an efficient, effective and fiscally responsible manner. Liaison with Auxiliary, Administration and Advocate Charitable Foundation to ensure proper acknowledgment, recognition and recording of funds. Manages Telecommunication Department and physician answering service business. This includes managing 4 switch boards consoles, 50,000 incoming calls, approximately 5,000 physician answering service calls, and writing approximately 3500 physician messages a month. This also includes managing the Everbridge emergency sitewide paging system.

Requirements

Bachelor's Degree with experience working preferably with volunteers, board members, or large float pool managing people, with some fundraising experience.
4 years related experience with supervisory experience required.
Proficient typing and computer skills: Microsoft Office: Word, Excel, Spreadsheets and System databases, Voltrak (Volunteer Management program) and calculator.
Ability to motivate people, leadership/mentorship.
Excellent problem-solving and active listening skills
Ability to supervise large groups of people.
Ability to handle stressful situations.
Well organized and able to multi-task.
Self-motivated
Ability to handle difficult people and situations.
Enjoy working with people of all different age groups.
Ability to work with multiple different computer programs.
Ability to provide excellent customer service and lead by example.
Ability to work in fast-paced environment.
Must be patient and compassionate with callers, visitors, volunteers, and team members.
Ability to help problem-solve.
Able to manage multiple budgets.

Responsibilities

Personally responsible to chair the monthly Auxilary and Volunteer Partnership meeting, select candidates with recommendations from volunteers to ensure communication between the major service areas ensues. Maintains the minutes and attendance records.
Delegate interviews and orientation of the volunteers to department leaders as needed.
Plan and organize the Annual Awards and Recognition Celebration and other events/socials to recognize successes, service and milestone service hours given by volunteers.
Preside over and organize meetings specific to volunteer service areas as needed.
Determine the specific need for volunteers in hospital departments with department manager/director. Recruit a sufficient number of volunteers who are oriented, qualified and competent to meet the department needs.
Interview, place, orient and follow-up with prospective volunteers. Assign volunteers to staff/another volunteer for department specific training.
Counsel/reassign/discharge volunteers when department Supervisor(point person) identify concerns.
Ensure new/existing volunteers receive proper orientation, training, education, annual updates and competency evaluations as indicated by policies.
Coordinate with Associate Health that all volunteers receive their health screenings and annual updates.
Maintains volunteer data bases to accurately monitor and report volunteer demographic information, volunteer assignments, and service hours.
Recommends, reviews, establishes, and updates policies, procedures, systems and processes that function to improve service to guests and visitors; responds to trends according to departmental variances and needs.
Partners with leadership to provide associates and volunteers the skill development or training in the practices of patient engagement/AIDET tool, language access, cultural sensitivity and service recovery.
Ensures that associates complete computer based training modules (CBT's), safety education, hospital codes, and Behavioral Based Expectations; works with GSVAT associates to ensure compliance and competent knowledge base. Ensures that all staff and volunteers are compliant and up to date on all vaccines.
Actively participates and promotes participation of staff in forums, committees, or task forces to contribute to the overall improvement of the Advocate Experience of Safety, Quality and Service ALWAYS.
Actively rounds on all staff and volunteers who are addressing customer service related issues or service recovery opportunities to ensure that proper technique and resources are being utilized. Provide coaching as necessary.
Demonstrates a commitment to service breakthrough by personal example and prompt follow-up on opportunities to improve service. Keeps all staff and volunteers informed of service expectations. Works with teams within departments of the hospital and at the system level to help identify opportunities to improve guest relations and increase associate and patient engagement.
Manages Telecommunication Department to make sure that all incoming and outgoing calls are handled professionally and transferred appropriately. This is approximately 50,000 calls per month.
Responsible for managing the key processes of welcoming guests to the hospital at major points of entry, as well as, being welcoming and professional via both internal and external phone calls: ensures staff development through coaching, in-services and established hospital protocols. Personally responsible for cultivating, mentoring/coaching/training to the GSVAT departments.
Participate in hospital committees, education, safety and leadership meetings. Take responsibility for self-development and educational needs, identify areas of education and locate opportunities.
Develop goals and objectives for the departments and gain associate and volunteer participation for setting and achieving them.
Provide orientation, training/instruction and evaluation/competency evaluations for new staff, auxilians and volunteers or otherwise delegate responsibility.
Provide timely recognition, correction or disciplinary action in accordance with organizational guidelines.
Relate with Administration and other hospital departments to coordinate effective and quality Auxiliary and volunteer activities and services.
Participate in associate selection, inquire of job related skills and experience and select for hire based on qualifications as related to vacancies.
Build relationships and partnerships with community based organizations, businesses and educational institutions to identify prospective volunteers and Auxilians.
Develop realistic and thoroughly justified staffing, maintain equipment and budget appropriately based on all the department's needs. Operate all departments within budget guidelines.
Delegate and assist with scheduling of the GSVAT manpower, tasks and responsibilities.
Develop, maintain and apply knowledge of legal considerations related to the GSVAT and seeks out legal consult as needed.
Recruits, selects, trains, and places new and experienced associates and volunteers in the specific assignments to meet the hospital needs.
Manages, oversees development, and conducts GSVAT orientation programs for new GSVAT associates and volunteers. Develops and conducts re-orientation training as needed and facilitates in-service programs for the GSVAT departments to ensure associate and Volunteer competency.
Monitors and documents performance of GSVAT associates and volunteers utilizing crucial conversation techniques and progressive disciplinary measures when necessary. Promotes an environment conducive to associates and volunteer engagement, growth and development.
Ensures that associates and volunteers meet established standards, comply with regulations, and adhere to system/hospital policies and procedures. Assures the development and maintenance of job descriptions and other written materials to guide GSVAT associates in performance excellence; annually reviewing the volunteer handbook/materials, policies and procedures.
Promotes recognition of associates and volunteers and celebrates their practice and service accomplishments; plans, coordinates and executes volunteer and axillary recognition programs and activities.
Acts as the liaison at the system level for GSVAT. Establish the vision and goals for the Auxiliary of Advocate Condell Medical Center in coordination with the President of the Auxiliary and its board. Provide leadership, guidance and direction to the Auxiliary and department associates working with Auxiliary activities and events. Ensure the Auxiliary functions in an efficient, effective and fiscally responsible manner.
Promote a positive, cooperative working relationship between the Auxiliary, hospital Administration and Advocate Charitable Foundation.
Attend, participate and provide a report and hospital/system update at monthly board meetings and events (ie, lobby sales).
Recommend objectives, plans and programs designed to raise funds and increase membership for the Auxiliary. Identifies means of recruitment and retention of auxilary and volunteers: coordinate with membership chair.
Coordinate with Administration/Development to obtain needed information on designation of Auxiliary funds. Collaborates with Supervisor or Director of Development for the Advocate Charitable Foundation on event invitations, tickets, and letters of solicitation
Interface with the finance department and Charitable Foundation to monitor financial matters of the Auxiliary. Maintains and updates databases accuracy. Generates a spreadsheet to record activity of the local Auxilary and coordinate information with the board as indicated. Manages Auxilary bank accounts.
Partner with nursing education regarding the Penwasciz Program scholarship stipends sponsored by the Auxiliary. Knowledgeable of the Penwasciz Program in order to provide updates to the Auxiliary, record hours of service and provide information and requirements to prospective applicants.
Identify and cultivate donors and vendors for solicitation of gifts and fundraising projects.
Interface with the Charitable Foundation to provide information regarding donors for the purpose of recognition and recording.
Evaluates and reviews profitability of events and sales. Coordinates payroll deductions from lobby sales with chair, vendor and Advocate Finance Department.
Coordinates the activities of the Auxilary; provides guidance to the Auxilians as necessary to ensure the efficiency and effectiveness of programs, socials, and fundraising events.
Manages Telecommunication Department and physician answering service business. This includes managing 4 switch boards consoles, 50,000 incoming calls, approximately 5,000 physician answering service calls, and writing approximately 3500 physician messages a month. This also includes managing the Everbridge emergency sitewide paging system.
Manages all the incoming/outgoing calls to the main hospital. This department is responsible for directing calls appropriately. Manager is also responsible that all the messages are accurately completed by team through the Coord of Telecom audits.
Manages the Telecom Coordinator and Telecom Operators ensuring that the team members are answering the calls in a timely manner, taking appropriate messages, and performing their duties within their scope.
Manages all team members to make sure the schedule is covered for a 24 hours a day, 7 days a week operation. Ensure that team members are arriving on time for their shifts, and appropriate actions are taken when they are not. Assists with timecard approvals when Coord of Telecom is not available.
Manages a team that is responsible for all alarms on 8 emergency panels and has to respond to various emergent codes that are called on the emergency phone. Responsible to make sure the Coord of Telecom is maintaining all four phone consoles, that the team members are announcing appropriately overhead, and are activating notifications for each alarm/code.
Will assist with simple phone issue, but will refer to Information Technology for all larger phone related issues.
Will manage and maintain the Everbridge Emergency paging system for Advocate Condell Medical Center. This includes additions, deletions, code group updates, and problem solving.
Manages the Telecom Coordinator who is responsible for the Physician Answering Service business including monthly profit/loss budget, audits monthly billing done by Coord of Telecom, and ensures physician satisfaction with service being provided. The Physician Answering service provides approximately $80,000 in profit.