Manager, Volunteer/Guest Services-Orlando Health Watson Clinic Lakeland Highlands Hospital-Lakeland, FL

Orlando Health • Lakeland, FL

2d • Onsite

About The Position

Position Summary Opening Summer 2026 at 4000 Lakeland Highlands Road, Lakeland, FL. Combining the collective strengths of two powerhouse organizations, Orlando Health and the high-quality physicians at Watson Clinic are expanding access to award-winning specialty care for patients in Polk County and beyond. Opening in summer 2026, Orlando Health Watson Clinic Lakeland Highlands Hospital – a state-of-the-art, seven-story, multi-specialty hospital – will serve as a vital 550,000 square-foot healthcare hub offering: 300+ inpatient beds and 69 emergency and observation beds 11 operating rooms and four cardiac interventional suites Dedicated labor and delivery services – including a neonatal intensive care unit (NICU) that will debut shortly after the hospital opens Comprehensive cardiovascular, neurology, and oncology services Advanced surgical procedures Join us in shaping the future of healthcare in Polk County as part of the Orlando Health Watson Clinic Lakeland Highlands Hospital opening team and share in the privilege of saying you were there from the very beginning. Orlando Health offers a great DAY ONE benefits package that includes: Medical, Dental, Vision & Prescription Drug Plans Flexible Spending Accounts & Health Savings Accounts Paid Time Off (accrued) Education Assistance: Preferred Education Program-100% PAID Tuition, Tuition reimbursement & repayment of previous loans Disability and Life Insurance Retirement Savings Plan Family Care Benefits & so much more! Position Summary: Provides organization, direction, coordination and consultation for all operational Volunteer, Guest Services and Gift Shop within the facility and as indicated for areas of responsibility based on hospital or other site. Establishes policies and procedures, standards and objectives in coordination with the strategic direction and goals of Orlando Health. Responsible for the provision of prompt assistance and resolution of customer requests and problems relating to their interactions with Orlando Health and its affiliates.

Requirements

• Bachelor’s degree required. Five (5) years of directly related experience can substitute for the Bachelor’s degree.
• Two (2) years of volunteer/ guest service or closely related experience required, and two (2) years management experience.

Nice To Haves

• A Master’s degree may substitute for up to (2) years of required experience.

Responsibilities

• Plans, organizes and directs gift shop activities including the total purchase of all inventories, where applicable for site.
• Monitors gift shop expenditures based on Retail Sales, where applicable for site.
• Maintains appropriate staffing levels; performs interviews and makes hiring decisions; ensures staff receives appropriate training and orientation and coaches and counsels staff to maximize performance.
• Participates in Customer Experience initiatives related to volunteer and/or guest services involvement.
• Serves as a member of the corporate Volunteer Services and/or Guest Services Leadership teams, participating in the development of goals and objectives for related initiatives across the system.
• Possesses expert knowledge of all areas of the hospital and utilizes this capability to maintain an effective working rapport with all levels of team members.
• Along with the site Director, prepares and is responsible for the site volunteer services budget and restricted accounts, and/or the Guest Services budget.
• Develops goals and objectives and process improvements for the Volunteer and/or Guest Services departments and establishes and implements department operational policies and procedures.
• Prepares trending reports and assists in initiating changes as needed in existing policies and procedures.
• Helps with identifying the needs and strategic direction of volunteer services to align with the current healthcare landscape.
• Maintains communication with administration and other hospital leaders regarding activities and needs relating to Volunteer and/or Guest Services.
• Fosters open communication with volunteers and/or Guest Services staff regarding hospital philosophy, change, continuing education, etc.
• Attends administrative and departmental meetings, conventions, seminars, and other activities pertinent to the success of Volunteer and/or Guest Services.
• Supervises the volunteer staff, guest services staff, and/or other staff that are site specific for direct reports.
• Oversees evaluations and coordination of activities among Volunteer and/or Guest Services staff.
• Works with department heads to determine the need and standards of performance for Volunteer and/or Guest Services for those departments, thus providing interesting and purposeful volunteer opportunities within the hospital system.
• Investigates guest concerns and acts as an administrative liaison on behalf of patients and families.
• Plans, coordinates, and administers Volunteer Services for both adult and teen volunteers, as indicated for site, including oversight for: o Recruiting, screening/interviewing, selecting, orienting, and assigning volunteers. o Monitoring volunteer activities to insure that patients, families, and staff experience compassion and friendly service from volunteers. o Maintaining a positive work environment for volunteers, making them feel welcome, needed and appreciated. o Maintaining records, forms, and reports as follows: . Tracking reports of volunteers’ status and hours contributed. . Written services guidelines including competencies required. . Compliance reports. . Quality assurance activities and required annual education. . Safety and infection control policies and procedures. . As needed, performance evaluations of volunteers.
• Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.
• Participates in the planning and execution of volunteer recognition events as indicated and requested.
• Oversees the maintenance of the department facilities and equipment.
• Performs other related duties as directed.

Benefits

• Medical, Dental, Vision & Prescription Drug Plans
• Flexible Spending Accounts & Health Savings Accounts
• Paid Time Off (accrued)
• Education Assistance: Preferred Education Program-100% PAID Tuition, Tuition reimbursement & repayment of previous loans
• Disability and Life Insurance
• Retirement Savings Plan
• Family Care Benefits & so much more!

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Number of Employees: 5,001-10,000 employees