GUEST EXPERIENCE SUPERVISOR - FULL TIME

About the role

The Guest Experience Supervisor plans, directs, coordinates, and oversees the day-to-day functions of the Guest Experience Navigator staff to ensure they deliver an exceptional guest experience. This role acts as a liaison between subordinate and supervisory staff as well as guests, handling staffing, timekeeping, performance evaluations, and complaint/conflict resolution for both staff and guests.

Responsibilities

• Manages and monitors the performance of the Guest Experience Department to ensure excellent customer service and high patient satisfaction.
• Builds and maintains cooperative working relationships within the department and the clinic; serves as a liaison between staff and patients/customers.
• Provides direction and leadership to Guest Experience Navigator (GEN) staff to facilitate appointments, payment collection, and consistent workflow; sets employee goals and promotes teamwork.
• Ensures Guest Experience areas are appropriately staffed based on patient volume; reviews time-off requests and assigns cross-trained GEN Float staff as needed.
• Reviews employment applications, hires, orients, trains, and develops candidates; monitors productivity and conducts performance reviews.
• Prepares and conducts regular Guest Experience staff meetings for effective communication.
• Resolves department-related questions, concerns, or complaints while demonstrating excellent customer service.
• Receives and conveys compliments and accolades to staff; supports staff in serving patients/customers.
• Maintains department operations within budgetary guidelines.
• Communicates clearly and concisely in both written and verbal forms; prepares effective reports.
• Upholds all Clinic Standards and ethical/legal business practices.
• Provides back-up coverage in the absence of co-supervisors or the Department Director.
• Communicates staffing concerns, provider access issues, or complaints to the Coordinator/Director.
• Reviews department operations for improvements and makes recommendations to the Director.
• Handles timekeeping, payroll, and recordkeeping for supervised staff; ensures schedules are assigned and submitted to Payroll.
• Maintains staff attendance records and addresses corrective actions for time and attendance issues.
• Provides support or coverage to the Guest Experience Educator, including training GEN staff, scheduling, insurance verification, and payment collection.
• Assists with patient check-in during high-volume periods by seeking GEN-Float assistance or providing direct support.

Supervisory Responsibility

Supervises Guest Experience Navigator staff.

Work Environment and Physical Demands

• Physical Surroundings: Works in an office and/or lobby environment; must be aware of staff, patients, and customers throughout the area.
• Light Work / Lifting / Reaching / Manual Dexterity:
  • Able to sit for extended periods and move between equipment, lobby, and offices.
  • Occasionally exerts up to 20 pounds of force to move objects.
  • Able to lift, carry, push, pull, or stretch documentation or objects.
  • Able to extend hands and arms in any direction; uses computer keyboard and mouse.
• Talking / Hearing / Visual Acuity:
  • Must communicate accurately and discreetly via spoken word.
  • Able to perceive sounds at normal speaking levels and discriminate between them.
  • Must manage multiple phone lines and answer calls accordingly.
  • Requires close visual acuity for viewing computer terminals, reading, and using phone systems.
• Travel: Must have reliable transportation to travel to sites for training, conferences, or meetings.

Requirements

• High School graduate or GED equivalent (education and experience must be within the last two years).
• Advanced understanding of medical, insurance, scheduling, customer service, billing/payment processing, and legal terminology.
• Experience as a supervisor in a related field such as customer service, medical appointment scheduling, billing/payment processing, or similar.
• Proficient in IDX or previous appointment scheduling systems.

Preferred Qualifications

• 2-year degree or higher in a business-related field.
• 5+ years of supervisory experience in customer service, medical appointment scheduling, billing/payment processing, or similar.

Skills

• Meets department standards for general abilities and typing tests; accurate keyboard skills with proper grammar and spelling.
• Knowledge of Windows-based computer applications.
• Detail-oriented with the ability to access data from varied resources and programs.
• Able to multi-task and adjust work pace in a fast-paced environment while demonstrating tact, courtesy, and discretion.
• Professional manner and appearance; positive demeanor and role model for dependability, responsibility, and professionalism.
• Upholds Clinic Standards of Conduct and ethical/legal business practices.
• Meets department production standards.