Manager of Guest Services - Exempt

West Tennessee Healthcare•White Deer, TX

About The Position

Employee is responsible for all aspects of coordinating the Visitor Ambassador program and will work directly with Visitor Ambassadors to achieve effective greeting, screening, and identification of visitors into JMCGH. Will effectively work w/ IS to maintain Visitor Management Software System for Visitor Identification and Visitor Limitation. Employee will work in coordination with Director of Patient Experience as needed for reporting, presentations, or other duties related to Patient Experience. Employee is subject to call back and overtime as required by the hospital. ESSENTIAL JOB FUNCTIONS: Supervises daily activity at the Visitor Ambassador Work stations to provide immediate assistance to team, address concerns in behavior, and seeks resolution for any family/patient concerns. Service as an extra "FACE" of WTH by being available for direct assistance at the front entrances as needed. Empowered to make visitor decisions by applying WTH policy. Provide additional level of security to the Visitor Ambassadors when dealing with volatile families/patients. Trains and supports staff with new processes. Identifies opportunities for improvement and address these with the assistance of the Director of Patient Experience. Works with communication department for public awareness and internal awareness when additional signage/reminders are needed. Performs evaluations for employees and maintains employee Time and Attendance. Provides administrative support to Visitor Ambassadors including scheduling, call outs, time keeping, and request for days off, discipline, reminders for online education, health screenings, etc. Responsible for budget and accountable for capital, operating and FTE expenses. Follows Standards of Performance guidelines. Develops and maintains a positive work climate and the overall team effort of the department. Maintains Visitor Management System. Works with Director of Patient Experience to provide Press Ganey Reports, Presentations, Lead Meetings, and other duties as needed. Performs related responsibilities as required or directed.

Requirements

Skill and proficiency in principles and concepts of healthcare, as normally acquired through experience.
Knowledge and ability to demonstrate financial, management, planning and development skills according to current hospital policies and procedures as acquired through three months probationary period.
Adaptability to software applications.
Knowledge of healthcare environment to effectively assess and prioritize communication needs
Above average verbal skills, required in giving accurate instruction, communicating effectively with hospital staff, patients, and families.
Ability to perform office procedures as required.
Presentation skills
Initiative and self-starter
Flexible schedule for possible overnight trips and evening seminars.

Nice To Haves

College Degree preferred but not required.
Preferred 5 years of front line supervisory/management experience, but not required.

Responsibilities

Supervises daily activity at the Visitor Ambassador Work stations to provide immediate assistance to team, address concerns in behavior, and seeks resolution for any family/patient concerns.
Service as an extra "FACE" of WTH by being available for direct assistance at the front entrances as needed.
Empowered to make visitor decisions by applying WTH policy.
Provide additional level of security to the Visitor Ambassadors when dealing with volatile families/patients.
Trains and supports staff with new processes.
Identifies opportunities for improvement and address these with the assistance of the Director of Patient Experience.
Works with communication department for public awareness and internal awareness when additional signage/reminders are needed.
Performs evaluations for employees and maintains employee Time and Attendance.
Provides administrative support to Visitor Ambassadors including scheduling, call outs, time keeping, and request for days off, discipline, reminders for online education, health screenings, etc.
Responsible for budget and accountable for capital, operating and FTE expenses.
Follows Standards of Performance guidelines.
Develops and maintains a positive work climate and the overall team effort of the department.
Maintains Visitor Management System.
Works with Director of Patient Experience to provide Press Ganey Reports, Presentations, Lead Meetings, and other duties as needed.
Performs related responsibilities as required or directed.