Manager, Guest Services

Job Summary

The Manager, Guest Services is responsible for the operations and staff of Guest Services across Phoebe Putney Memorial Hospital. The Manager will provide direct leadership to the associates in Guest Services, Central Communication (Switchboard), Hospitality, and Points of Entry Representatives.

Qualifications

• Bachelor's Degree in related field (Required)
• 3 or more years of progressive responsibility in a healthcare related environment. (Required)
• 3 or more years of experience in communication, customer service, and public relations. (Required)
• 3 or more years of experience in management/oversight of conflict resolution. (Required)
• 3 Years Of Supervisory Experience (Preferred)
• Licenses and Certifications Not Applicable - No Certification and Licensure Requirements Required or Preferred

Essential Functions

• Plans, directs, and assigns daily activities of Guest Services team across hospital.
• Develops, recommends, and implements policies, procedures, and standards for the Guest Services programs, waiting areas, and information desks.
• Makes recommendations regarding customer service programs and further program development.
• Supports operations to hire, onboard, schedule, and rotate staff appropriately to provide adequate staffing levels and customer support.
• Ensures patient, family, and guest experience service-related needs are met by proactively rounding, soliciting input, considering recommendations, and addressing issues and concerns within hospital.
• Supports other clinical departments with guest services and wayfinding needs.
• Prepares department budget reports. Assists in annual budget development; monitors operational and non-operational department spending compared to annual budget, analysis of previous spending, and with consideration of division-level and enterprise-level initiatives.
• Supports Patient and Family Experience initiatives across the enterprise.

Additional Duties

• Adheres to the hospital and departmental attendance and punctuality guidelines.
• Performs all job responsibilities in alignment with the core values, mission and vision of the organization.
• Performs other duties as required and completes all job functions as per departmental policies and procedures.
• Maintains current knowledge in present areas of responsibility (i.e., self education, attends ongoing educational programs).
• Attends staff meetings and completes mandatory in-services and requirements and competency evaluations on time.
• Demonstrates competency at all levels in providing care to all patients based on age, sex, weight, and demonstrated needs.
• For non-clinical areas, has attended training and demonstrates usage of age- specific customer service skills.
• Wears protective clothing and equipment as appropriate.