Supervisor Guest Experience

Parkland Health

About The Position

The Supervisor Guest Experience supervises the day-to-day operations and staff of Guest Services during an assigned shift. The role ensures the program operates effectively and efficiently, with a focus on customer service, and helps patients and visitors navigate the Parkland campus. The supervisor supports culturally competent service, develops and evaluates employees, prepares operational and shift turnover reports, improves workflows, and maintains compliance with applicable rules, regulations, policies, laws, and guidelines. The role also serves as a backup for other Guest Services shifts as needed to support continuous, high-quality service during departmental hours of operation.

Requirements

Six years of experience in a healthcare or customer service environment.
Two years of experience in a hospitality environment.
Equivalent combinations of education and experience may substitute for the experience requirements.
Excellent verbal and written communication skills.
Organized and detail-oriented.
Knowledge of community resources and services available to the targeted population.
Excellent interpersonal skills, particularly when working with a diverse population.
Ability to represent Guest Services and Parkland in a positive and effective manner.
Caring, service-oriented behavior and ability to defuse emotionally charged situations.
Ability to apply sound judgment when resolving questions and problems for patients and visitors.
Effective supervisory and decision-making skills.

Nice To Haves

High school degree.
Experience in a patient navigation environment.

Responsibilities

Oversee the day-to-day operations of an assigned Guest Services shift, ensuring effective and efficient service and that patients and visitors receive greetings, directions, and general information.
Select, train, schedule, motivate, supervise, and evaluate employees; make recommendations up to and including termination; support employee development; provide ongoing feedback; and recognize outstanding service.
Understand and anticipate the needs of internal and external customers and tailor Guest Services responses in a culturally competent manner.
Compile and prepare reports on staff productivity, program needs, and activities; collect, maintain, and organize productivity data in spreadsheets or databases; and prepare reports as requested.
Prepare shift turnover reports covering relevant activities, successes, and challenges to support seamless service between shifts.
Analyze job design, daily assignments, work processes, and workflows, and implement appropriate changes to improve effectiveness, productivity, and efficiency in support of department and Parkland goals.
Keep current with developments and trends in Guest Services through seminars, workshops, professional journals, and internal publications, and apply relevant knowledge to work practices.
Maintain knowledge of applicable rules, regulations, policies, laws, and guidelines; develop internal controls supporting compliance with applicable laws, accreditation requirements, and federal, state, and private health plans; and seek guidance as needed.
Provide backup coverage for all Guest Services shifts as needed to ensure continuous, high-quality service during departmental operating hours.
Identify opportunities to improve work processes and customer satisfaction, make recommendations to the supervisor, and implement and monitor results as appropriate.
Stay current with developments in the field through seminars, workshops, professional journals, professional organizations, and/or maintaining certification or licensure, and incorporate relevant knowledge into current work practices.
Maintain knowledge of rules, regulations, policies, laws, and guidelines affecting the area and develop internal controls to promote compliance; seek advice and guidance when needed.