Guest Services Supervisor - Wilmington, United States - Christiana Care Health Systems

Christiana Care Health Systems
Christiana Care Health Systems
Verified Company
Wilmington, United States

3 weeks ago

Mark Lane

Posted by:

Mark Lane

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Description

Do you want to work at one of the Top 100 Hospitals in the nation? We are guided by our values of
Love and
Excellence and are passionate about delivering health, not just health care.

Come join us at ChristianaCare


Christiana Care is looking for a full-time Guest Services Supervisor to assist the Guest Services Manager with primary responsibility for the daily operations, ensuring adequate staffing, supplies and patient and visitor flow resulting in excellent service to our guests. The supervisor collaborates closely with the manager and supports the caregivers in their ability to deliver quality service with efficiency.

To provide information to all patients, visitors, guests, and caregivers based on their needs.

To serve as a ChristianaCare ambassador providing an exceptional experience with a personal touch and offering a welcoming environment to all who enter our campus.


ChristianaCare is a nonprofit health system with a mission of service. We believe that the key to providing truly excellent health care is to partner with our patients and their families, building a system of care that is effective, affordable and valuable to everyone who is touched by it.


Principal duties and responsibilities:


  • Serves as working supervisor for guest services team at all locations.
  • Serve as a ChristianaCare ambassador by providing customer service excellence with a personal touch at every interaction.
  • Welcome the patient/visitor with love and excellence and provide accurate, helpful information and answer all inquiries in a timely manner.
  • Coordinate daily shift schedules, services and establish protocols and standards for efficient and effective Information Desk operations. Assist in managing unplanned absences (callouts, appointments, etc.).
  • Supervise daily functioning of Information Desk, including working assigned shifts at desk, staff performance to expectations and counseling as appropriate with guidance from the manager/director.
  • Coordinate and publish shift schedules, tracking staff time and attendance. Timecard/Kronos approvals when manager is not available.
  • In partnership with manager, ensure caregivers are providing immediate service recovery, intervening, as necessary.
  • Assist with lost and found, receive, answer any inquiries about lost and found property with the use of the Report to Learn (R2L) system. Remove submissions from the lost and found dedicated phone line and enter the submission in R2L.
  • Assist with Lost & Found reviews and guests updates.
  • Answers all inquiries (in person and via telephone) in a timely manner.
  • Assists with all Guest Services duties as needed including:
  • Performs all Provide patient location information to all customers.
  • Provides directions to locations/facilities for internal and external guests.
  • Provide department information to internal and external guest.
  • Provides daily visitor badging, if required, for the safety of our patients and staff.
  • In coordination with manager, create conditions to provide staff engagement, ongoing training, and development.
  • Ensure the Information Desk directories are maintained and are updated as needed.
  • Participates in caregiver recruitment, selection, and hiring processes, with colead responsibility for staff orientation.
  • Ensure that any patient or visitor questions are addressed by caregivers appropriately, intervening, as necessary.
  • Serve as information/communication liaison between caregivers and manager/director and utilize numerous other forms of effective twoway communication.
  • Partners with ChristianaCare caregivers such as patient guides, constables, patient escort, patient relations, nurse managers, volunteer coordinators/manager to provide exceptional experience.
  • Lead improvement initiatives as directed by manager/director.
  • Order supplies and complimentary food/drink items for Surgical Waiting Lounge.
  • Coordinate IT support, if needed for equipment, etc.
  • Demonstrates compliance with Christiana Care Health Services departmental policies and procedures and mandatory education requirements including but not limited to safety, infection control, attendance, and dress code.
  • Performs assigned work safely, adhering to established departmental safety rules and practices; reports to manager, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Hours:
Day Shift - on call for staffing needs

Education and experience requirements:


  • High School Diploma or equivalent required.
  • Two
  • Fouryear degree preferred.
  • Minimum 5year customer service experience preferred.
  • Supervisory or lead experience required.

Special Requirements
Essential personnel, 24/7 department. Work schedules may be changed with short notice to ensure essential services are maintained.


Knowledge, Skill, and Ability Requirements
Excellent oral communication skills.

Ability to pr
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