Signature Services House Mgr

Emory•Atlanta, GA

1d•Onsite

About The Position

The Signature Services House Mgr for Rollins Pavilion serves as the on-site operational and service leader for Signature Services, ensuring a seamless, high-touch experience for prospects, donors, executive health patients, and other high-priority guests. This role functions as the central integration point between Signature Services, clinical operations, and Advancement - driving real-time coordination, service excellence, and relationship intelligence to support both exceptional patient experiences and institutional engagement priorities. This Signature Services House Mgr will also be instrumental in helping support consistent experiences for patients across the Emory enterprise and will provide partner with various Operating Units that are designated space that could be converted into inpatient suites.

Requirements

Bachelor's degree or Master's degree preferred (e.g., healthcare administration, business, public health, or related field). Will accept healthcare related experience in lieu of degrees.
Minimum 7 years of relevant experience in healthcare, patient services, care coordination, customer service, or related field
Experience working with high net worth clients, donor populations, or executive-level stakeholders strongly preferred
Demonstrated experience in relationship management and cross-functional coordination
Change management skills
Strong team building ability: effectively able to motivate, engage and encourage team participation
Exceptional communication and interpersonal skills
Strong relationship-building and stakeholder management capabilities
Ability to operate in a fast-paced, highly visible environment
High level of professionalism, discretion, and service orientation
Strong organizational skills with attention to detail and follow-through
Self-directed and motivated

Nice To Haves

Masters degree level degree
10 years experience

Responsibilities

On-site Signature Services leadership for Rollins Pavilion, ensuring a seamless, high-touch patient and guest experience
Front-facing leadership for VIP, donor, executive health, and high-priority patient stays
Coordination of hospitality, clinical support services, and concierge logistics
Real-time service recovery and escalation management for complex or high-visibility situations
Partnership with Access Emory, Signature Services, and clinical teams to support continuity of care
Serve as a key representative of Signature Services for physicians, executives, and institutional partners
Support VIP, donor, and corporate partner engagements within Rollins House
Collaborate with Advancement (AAE), Executive Health, and Concierge Medicine teams when applicable
Identify and approach appropriate patients during Emergency admissions to determine eligibility for the unit
Work with admitting hospitalists and surgical teams to determine eligibility and criteria for admission to the unit
Oversee daily operations of Rollins Pavilion, ensuring readiness, cleanliness, and exceptional presentation at all times
Conduct routine rounds to assess guest experience, operational flow, and environmental standards
Coordinate room readiness, guest arrival/departure logistics, and service delivery across departments
Identify and escalate operational issues impacting patient or guest experience
Monitor guest feedback, service trends, and operational performance
Maintain documentation of key events, escalations, and service outcomes
Identify opportunities for process improvement and enhanced guest experience
Ensure compliance with privacy, safety, and organizational policies
Lead shift huddles to align on priorities, special constituent presence, and service expectations
Reinforce service standards through coaching and real-time feedback
Ensure consistent execution of hospitality and patient experience protocols
Partner with Access Emory, clinical teams, and concierge staff to ensure seamless coordination of care and services
Facilitate communication between providers, patient access, and support teams to remove barriers
Support engagement with donors, corporate partners, and executive stakeholders
Monitor active guest needs and ensure timely follow-through across all services
Enable philanthropic engagement efforts through exceptional service delivery and coordination
Partner with Advancement, Executive Health, and Concierge Medicine to support strategic initiatives
Contribute to relationship intelligence flow by documenting key interactions, escalations, and opportunities
Identify opportunities for process improvement and experience enhancement via EPIC and Salesforce
Support standardization and scaling of Signature Services best practices
Additional Duties as Assigned
Travel between Emory operating units and affiliated sites