Supervisor-Guest Relations, Volunteers, and Patient Transport

IU Health • Fort Wayne, IN

11d • Onsite

About The Position

Indiana University Health is seeking a Supervisor-Guest Relations, Volunteers, and Patient Transport for its Fort Wayne Hospital team. This onsite role provides functional guidance and direction in managing the guest relations, volunteer, and patient transport departments to support a positive patient and visitor experience.

The supervisor manages guest relations associates and patient transporters, including scheduling, performance appraisals and reviews, department workflows, quality and performance monitoring, call and customer-interaction monitoring, training, coaching, and day-to-day direction and oversight under applicable policies and procedures. The role identifies complex, escalated, or unresolved issues and works with staff to resolve them. It also manages the volunteer program by recruiting, training, and providing volunteers with daily guidance and supervision.

The position reports to the Director-Support Services and has direct reports. IU Health describes its leaders as advancing its mission and exemplifying excellence, compassion, teamwork, and purpose.

Requirements

• High school diploma or GED required.
• 3–5 years of relevant experience required.

Nice To Haves

• Bachelor's degree preferred.
• 3–5 years of supervisory experience preferred.
• Five years of professional experience in a hospital or hospitality service-focused position preferred.
• Leadership experience preferred.
• Bachelor's degree in business, public relations, communications, marketing, or a related field preferred.

Responsibilities

• Provide functional guidance and direction in managing the guest relations, volunteers, and patient transport departments.
• Support a positive patient and visitor experience.
• Manage guest relations associates and patient transporters, including scheduling and performance appraisals and reviews.
• Monitor department workflows, quality, performance, calls, and customer interactions.
• Train and coach staff, and provide direction, guidance, and oversight in accordance with applicable policies and procedures.
• Identify complex, escalated, or unresolved issues and work with staff to resolve them.
• Manage the volunteer program, including recruiting, training, and providing daily guidance and supervision to volunteers.

Benefits

• Access to learning and development opportunities, including advanced clinical training, leadership development, promotion opportunities, and cross-training development.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: High school or GED