Supervisor-Concierge, Guest Services & Telecommunications

About the role

The Supervisor oversees the daily operations of the Concierge, Guest Services, and Telecommunications department to ensure efficient workflows and exceptional customer service. This leadership role provides direct supervision to department staff while supporting daily operations, promoting employee engagement, and ensuring compliance with organizational policies, quality standards, and regulatory requirements.

Responsibilities

• Oversees the daily operations of the Concierge, Guest Services, and Telecommunications department to ensure efficient workflows and exceptional customer service
• Supervises, coaches, mentors, and evaluates departmental staff while fostering a culture of accountability, teamwork, and continuous improvement
• Develops and maintains departmental staffing schedules to ensure appropriate coverage based on operational needs
• Provides leadership support while actively participating in daily departmental operations
• Ensures compliance with departmental policies, organizational standards, and regulatory requirements
• Oversees onboarding, orientation, training, competency validation, and ongoing education for department staff
• Maintains professional relationships with patients, visitors, physicians, and interdisciplinary teams while promoting RWJBarnabas Health's mission and values
• Serves as a resource for staff by addressing operational concerns and providing timely guidance and support
• Reviews departmental processes and recommends workflow improvements to enhance patient, visitor, and employee experiences
• Collaborates with leadership to address staffing, performance, and operational challenges
• Maintains the accuracy and integrity of patient and departmental information
• Oversees visitor check-in processes, including FAST PASS procedures, ensuring a welcoming and efficient experience
• Communicates departmental updates, policy changes, and operational expectations clearly and consistently to staff
• Participates in departmental and organizational meetings, committees, and quality improvement initiatives

Qualifications

• High School Diploma or equivalent
• Minimum of three (3) years of supervisory or leadership experience, preferably in healthcare, hospitality, customer service, or a related environment
• Demonstrated leadership experience in coaching, mentoring, and developing staff
• Strong interpersonal, organizational, and communication skills
• Ability to effectively prioritize work and manage multiple responsibilities in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Proficiency with Microsoft Office Suite and other departmental software applications
• Ability to work independently while exercising sound judgment and professionalism

Preferred

• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or a related field
• Previous experience supervising patient access, concierge, guest services, telecommunications, or customer service teams within a healthcare environment