Supervisor Guest Relations - Atrium Health's Carolinas Medical Center FT

American Addiction Centers•Charlotte, NC

1d•Onsite

About The Position

This position is for a Supervisor Guest Relations at Atrium Health's Carolinas Medical Center. The role involves supervising and coordinating the daily operations of the Guest Relations department, acting as a professional role model, and promoting and resolving the needs of patients, families, and visitors in a caring, sensitive, and responsive environment. The supervisor assists with orientation, scheduling, training, and daily supervision of the Guest Relations Representative and Specialist staff. They act as a resource for securing appropriate referrals, solutions, and services to meet identified needs, including those required under the Americans with Disabilities Act and Title VI. The role also involves assisting the Guest Relations Manager with monitoring the department budget, including expenses and payroll, to ensure departmental performance and productivity goals are achieved. Furthermore, the supervisor assists the Guest Relations Manager during periods of internal and external disasters by leading the Guest Relations staff to offer emergency care and comfort measures to the hospital and community as needed. They work closely with the management team to develop and implement inter-departmental programs for enhanced customer satisfaction and assist with the education and implementation of all Joint Commission, DHSR, Health Department, System, Medical Center, and departmental standards as they apply to the Guest Relations Program, including personnel files, annual in-service education and training, reports, and documentation. The supervisor also assists with surveys, visits, and inquiries, and participates as an interdepartmental/intradepartmental liaison, serving on hospital and community committees to promote patient, family, and visitor satisfaction and quality assurance. They are responsible for promoting a safe environment and performing all work-related responsibilities in a safe manner. Advocate Health is the third-largest nonprofit, integrated health system in the United States, created from the combination of Advocate Aurora Health and Atrium Health. It provides care under the names Advocate Health Care in Illinois; Atrium Health in the Carolinas, Georgia and Alabama; and Aurora Health Care in Wisconsin. Advocate Health is a national leader in clinical innovation, health outcomes, consumer experience and value-based care, headquartered in Charlotte, North Carolina. It services nearly 6 million patients, is engaged in hundreds of clinical trials and research studies, and employs 155,000 teammates across 69 hospitals and over 1,000 care locations.

Requirements

High School diploma or equivalent required.
Must have the ability to clearly communicate in English.
Intact sense of sight and hearing is required.
Certified Notary Public required.

Nice To Haves

Bachelor's degree preferred.
Experience in healthcare and/or customer service preferred.
Minimum of one year supervisory experience in the healthcare setting, customer service or social sciences preferred.

Responsibilities

Supervises and coordinates the daily operations of the department.
Acts as a professional role model to promote and resolve the needs of the patient, family and visitors in a caring, sensitive and responsive environment.
Assists with orientation, scheduling training, and daily supervision of the Guest Relations Representative and Specialist staff.
Acts as a resource to the Guest Relations Representatives and Specialists to secure appropriate referrals, solutions and services to meet the identified needs; these services may include services required under the Americans with Disabilities Act and Title VI.
Assists the Guest Relations Manager by monitoring the department budget to include expenses and payroll to ensure departmental performance and productivity goals are achieved.
Assists the Guest Relations Manager during periods of internal and external disasters, by leading the Guest Relations staff to assist in offering emergency care and comfort measures to the hospital and community as needed.
Works closely with the management team to develop and implement inter-departmental programs for enhanced customer satisfaction.
Assists with the education and implementation of all Joint Commission, DHSR, Health Department, System, Medical Center and departmental standards as they apply to the Guest Relations Program including personnel files, annual in-service education and training, reports and documentation.
Assists with surveys, visits and inquiries.
Participates as an interdepartmental/intradepartmental liaison, serving on hospital and community committees to promote the satisfaction of the patient, family and visitors and quality assurance.
Responsible to promote a safe environment and perform all work related responsibilities in a safe manner.

Benefits

Compensation Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program