Mgr-Customer & Support Svcs

Prisma Health•Greer, SC

1d•Onsite

About The Position

Develops and maintains communication with patients, visitors, families, physicians and their office staff to monitor customer satisfaction. Assists administration in resolving customer problems and/or addressing their suggestions. Provides customer service training to hospital employees. Manages the Operations of the following support departments: Visitor Services, Patient Transport and Volunteer Services. Manages Visitors Services staff. Manages the daily operations of patient transport. Recruits hospital volunteers and directs activities of Volunteer Services. Assists with the development and management of the PFAC program.

Requirements

Bachelor's in Business or related field of study
Five (5) years of healthcare, customer service or similar experience
Computer skills in word processing
Knowledge of office equipment
Mathematical skills

Nice To Haves

Certified Healthcare Environmental Professional preferred

Responsibilities

Monitors productivity for assigned departments, making recommendations for increased service or performance.
Ensures adequate coverage on all shifts and participates in staffing as necessary.
Plans, organizes, directs, coordinates and monitors the total volunteer program planning and development including interviewing, selecting, assigning, training and motivating volunteers.
Develops and maintains department goals and objectives and establishes and implements policies and procedures for department operation.
Develops and recommends departments budgets and ensures that departments operate within budget.
Visits community groups and schools to publicize and recruit for the volunteer program.
Develops and maintains relationship with medical staff members and their office staff to assure satisfaction with hospital and staff.
Tours building daily, noting deficiencies, performing quality assurance audit, interviewing patients and customers, and taking necessary measures to achieve departmental and hospital goals and objectives.
Strives to attain 100% customer satisfaction.
Manages and directs the Visitor Services Representatives (VSRs) department, including the appropriate scheduling for coverage.
Supervises Patient Transport personnel and assumes direct responsibility for the daily operations of Patient Transportation which includes selection of staff; scheduling; training/orientation and monitors the work of assigned personnel to evaluate employee performance.
Responds to routine questions from patients, visitors, community and media representatives relative to the functions and activities of the hospital in order to maintain and foster effective public relations with the patients and the public.
Participates in the planning and organization of special events, open houses, dedications, displays and tours, developing the appropriate goals and emphasis of such events.
Develops and maintains community relationships for marketing purposes.
Represents department, as necessary, in local community, business and health care functions.
Manages employee recognition program and assures that employees are aware of their recognition.
Performs other duties as assigned.