Manager Guest Services

Baylor Scott & White Health•Waco, TX

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. The Manager of Guest Relations coordinates daily activities of Guest Representatives and Concierge Staff. Ensures patients are visited and identifies patient and guest needs. Manages complaints and monitors patient satisfaction. Assists in developing and implementing campus-related activities. Reviews and prioritizes interpreter requests and establishes access processes. Develops and monitors staff job duties and ensures guidelines are followed. Responsible for policy development, program planning, and implementation for Guest Relations. We believe that all people should feel welcomed, valued and supported.

Requirements

H.S. Diploma/GED Equivalent
2 Years of Experience

Responsibilities

Supervises the daily activities of the Guest Representatives.
Ensures patients are visited.
Identifies patient and guest needs.
Responds to patient and guest complaints.
Monitors patient satisfaction.
Recommends policies and procedures for Guest Relations.
Provides input into departmental policy and procedures.
Makes recommendations to the Director.
Monitors and evaluates programs to ensure patient III. and visitor satisfaction.
Assists in developing and monitoring the departmental operating and capital budget.
Develops, implements, and monitors budgets and explains variances.
Assists in establishing goals and priorities for the Guest Representatives.
Coordinates the activities of the Concierge Desk that ensures visitors and patients are provided with assistance.
Oversees the management of the Interpreter Program.
Coordinates tours for the campus.
Remains knowledgeable about market trends in Guest Relations.
Serves on committees to keep Medical Center personnel aware of Guest Relations.
Interviews, hires, trains, evaluates, counsels, and recommends termination of assigned personnel.
Assists the Director with designing and implementing programs.
These programs attract and retain volunteers to meet campus needs.