Manager, Guest Services

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. Major responsibilities include hiring, supervising, coaching, and developing employees, budgeting for the department across multiple cost centers, partnering with leadership throughout the organization to improve patient and guest experiences, managing complaints and grievances in accordance with policy and regulatory standards, and oversight of wayfinding and concierge services. The Guest Services Manager is responsible for orienting and training the team to PPMH and Guest Services policies, procedures, and customer service standards to ensure excellent service to all patients and visitors.

Description

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. Major responsibilities include hiring, supervising, coaching, and developing employees, budgeting for the department across multiple cost centers, partnering with leadership throughout the organization to improve patient and guest experiences, managing complaints and grievances in accordance with policy and regulatory standards, and oversight of wayfinding and concierge services. The Guest Services Manager is responsible for orienting and training the team to PPMH and Guest Services policies, procedures, and customer service standards to ensure excellent service to all patients and visitors.

Qualifications

Bachelor's Degree in related field (Required)

Work Experience

• 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. Monitors adherence to established policies, procedures, and standards to ensure excellent service to all customers, internal and external.

Investigate, monitor, and audit patient complaints and grievances in accordance with policy and regulatory standards.

Ensures staffing levels are appropriate. Implements alternative staffing patterns as needs arise, considering department budgetary constraints and performance requirements.

Supports operations to hire, onboard, schedule, and rotate staff appropriately to provide adequate staffing levels and customer support.

Makes recommendations regarding customer service programs and further program development.

Visible in all areas of Guest Service across PPPMH and interact with patients and visitors, when possible.

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.