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. The role acts as a liaison between subordinate and supervisory staff as well as guests. Additional responsibilities include department staffing, timekeeping for payroll, performance evaluations, and complaint/conflict resolution for 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 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 appropriate staffing 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 staff meetings for effective communication.
• Resolves department-related questions, concerns, or complaints while demonstrating excellent customer service.
• 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 for co-supervisors or the Department Director.
• Handles timekeeping, payroll, and recordkeeping for supervised staff; ensures schedules are assigned and submitted for payroll.
• Maintains staff attendance records and addresses corrective actions for time and attendance issues.
• Supports the Patient Access Educator and Patient Service Specialist by maintaining mastery in subordinate duties and providing coverage as needed.
• Assists with training GEN staff, interpreter scheduling, appointment scheduling, insurance verification, billing, and payment collection.
• Provides direct assistance during high-volume check-in periods to manage patient flow.

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.
• Must meet 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 maintaining tact, courtesy, and discretion.
• Professional manner and appearance; positive demeanor and role model for dependability, responsibility, and professionalism.
• Upholds all aspects of Clinic Standards of Conduct and ethical/legal business practices.

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.

Work Environment and Physical Demands

• Works in a team environment within an office and/or lobby setting.
• Able to sit for extended periods and move between workstations, 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; proficient use of computer keyboard and mouse.
• Must communicate effectively through spoken word, perceive sounds at normal speaking levels, and maintain close visual acuity for computer work and reading.
• Able to manage multiple phone lines and answer phones accordingly.

Travel

Must have reliable transportation to travel to sites as needed for training, conferences, or meetings.

Supervisory Responsibility

Oversees Guest Experience Navigator staff.