Manager, Patient Escort Operations- Bonham

RG Talent Solutions LLC•Bonham, TX

3d•Onsite

About The Position

The Manager, Patient Escort leads the Patient Escort team, which transports veteran patients, family members, and disabled visitors to outpatient clinic appointments. The role directs and maintains efficient operations and patient flow across outpatient settings, clinics, specialty clinics, and hospital servicing areas, providing safe, efficient, and courteous service throughout the medical facility. The Manager supervises, trains, mentors, and motivates the team; organizes workflow; manages staffing and schedules; monitors productivity and transport turnaround times; addresses complaints and operational problems; and supports departmental policies, goals, records, meetings, supplies, and reporting. The position is a subject matter expert in escort functions and the patient flow cycle, and contributes to the hospital's mission of caring for, advocating for, teaching, and serving patients, with particular emphasis on veterans. The role also involves assisting patients into and out of vehicles and handling mobility aids and personal medical equipment, maintaining transport equipment and supplies, coordinating with valet staff and shuttle drivers, and ensuring compliance with applicable policies and procedures. Additional job-related duties may be assigned.

Requirements

At least 18 years of age and able to perform the required general duties, functions, and activities.
U.S. citizen or legal resident.
CPR-BLS certification required.
Three years of supervisory experience in a medical environment required.
Experience in a community-based medical facility required.
CNA, CMA, or HHA.
Ability to perform operational, clerical, and patient service duties.
Ability to operate different types of motorized beds, stretchers, and wheelchairs.
Fluent in English, with the ability to read and write.
Strong interpersonal skills and ability to represent RG Solutions positively.
Caring, service-oriented behavior and ability to defuse emotionally charged situations.
Sound judgment in responding to questions and problems from patients and visitors.
Ability to follow oral and written directions.
Effective communication with patients, family members, and hospital personnel.
Basic math skills.
Knowledge of medical terminology.

Nice To Haves

Associate degree preferred.

Responsibilities

Supervise, train, mentor, and motivate the patient escort team to support performance, teamwork, and continuous quality improvement.
Assist in developing departmental policies and procedures.
Prepare and conduct departmental meetings, maintain attendance records, and order supplies as needed.
Set performance goals and deadlines aligned with company plans and vision; follow departmental goals and report weekly, monthly, and annually.
Monitor team productivity and provide constructive feedback and coaching.
Receive complaints and resolve problems.
Organize workflow and ensure team members understand their duties and delegated tasks.
Serve as patients' first contact with their care and provide friendly, courteous customer service.
Maintain subject matter expertise in escort functions and the patient flow cycle.
Create and maintain staff schedules and manage operations for areas of responsibility.
Monitor productivity and proactively reduce inefficiencies.
Provide daily staffing updates to leadership and support staff.
Measure transport turnaround times using transport module software and other tools.
Train staff in transport and the use of stretchers, wheelchairs, staxi, and other in-hospital transport modes.
Assist patients getting into and out of vehicles and help remove wheelchairs, walkers, and personal medical equipment from vehicles.
Communicate and engage with valet staff and shuttle drivers to deliver a high level of service.
Help maintain adequate availability of equipment and supplies.
Ensure adherence to legal and company policies and procedures, and undertake disciplinary actions when needed.
Perform other job-related duties as required.