Supervisor Service Excellence - Naples, United States - NCH Healthcare System

Description

ABOUT NCH

NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.

NCH is transforming into an Advanced Community Healthcare System(TM) and we're proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.

Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit to learn more.

JOB SUMMARY

The Supervisor Service Excellence provides leadership to a shift of Liaisons and Leads at the hospital's Service Excellence Centers, provides daily supervision of the visitor credential badging process, drives patient satisfaction and continued improvement by rounding on inpatients, fosters accountability and communication, tracks progress in database, and identifies and efficiently resolves customer issues quickly. Serves as a first impression customer service provider that is responsible for providing patients, visitors, volunteers, and staff members with a positive public image of the healthcare system. This position ensures that all individuals have a pleasant experience by maintaining the environment of the hospital lobby and by offering system information to all that they encounter. This individual will be responsible ensuring only authorized persons are admitted onto hospital premises by assisting with the identification badging system and by following the hospital visitor guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

– Other duties may be assigned.

· Maintain a work environment that fosters coaching, mentoring and development of subordinate staff in consensus with the Director of Guest Relations and Manager.

· Maintain and update reference materials associated with the function to assist in answering Guest inquires accurately and in a timely manner.

· Oversee the daily operations and supervision of the Guest Relations Liaisons performances.

· Oversee the daily operations of the guest relations check in process, ensuring all visitors are properly greeted, issued a badge, and directed according to need.

· Ensure ongoing staff education, technology support, and assisting with data analysis.

· Oversee the enrollment and credential badging process in compliance with hospital visitor guidelines as both hospital main lobbies and stand-alone kiosks.

· Perform pre-shift team huddle providing all pertinent information to the oncoming Guest Relations team.

· Oversee the scheduling process to ensure front desk coverage is consistent with the scheduling requirements.

· Provide a positive impression of the Hospital by practicing good guest relations' skills and treating all individuals with respect and dignity.

· Assist in processing and distributing customer badges in compliance with hospital visitor guidelines; communicate with assigned nursing leadership for special circumstances.

· Assist in monitoring visitor controls and complies with the service-related visitation policy during non-visitation hours.

· Maintain the log for dropped-off and picked-up items at the Guest Relations Desk and deliver packages to designated areas as necessary.

· Provide physical assistance to customers to facilitate movement within our facility. May include transport via wheelchair.

· Greet customers and provide appropriate verbal assistance, guidance and way finding to visitors and patients as needed. Serve as a reference source regarding visiting hours, directions, package delivery, general admitting and hospital policies & general information.

· Follow the mandatory reporting procedures for any incident or serious event that affected or potentially could have affected the customer.

· Provide support to management and departments to facilitate seamless service.

· Respond to customer service needs of patients and visitors.

· Communicates both effectively verbally and in writing.

· Collaborate with Nurse Managers, Patient Relations, or appropriate personnel to address opportunities for improvement.

· Works in collaboration with the Chairpersons assigned to the Emergency Room Concierge, Patient Enhancement, Courtesy Cart, Information Desk, and Admitting programs to promote efficiency and provide volunteer coverage

· Provides specialized concierge services to patients and visitors (coordinates services or provides information pertaining to travel accommodations; pet, music, or art therapy; local hotels or restaurants; notary and postal services; reading materials; and visitor computer access.

· Coordinates information collection and distribution for the Public Relations department to ensure accurate referral to customers (collects and disposes of outdated internal media publications; distributes current internal media publications).

· Maintains up-to-date information on Collier County area services for providing immediate and accurate information when requested (hotels, taxi, restaurants, notary, postal services).

· Round on all floors and public areas daily to identify and address any observed areas or items that counter a world-class image (spills, overflowing trash cans, torn reading materials, dirty chairs, and equipment).

· Communicates regularly with Guest Relations team to continually provide consistent and improved practices for improved customer experiences.

· Concierge will role model all appropriate actions and behaviors to the volunteer concierge assistants, including teens; reporting any opportunities to the Supervisor/Manager.

· Demonstrates a high level of professionalism in personal and professional relationships that enhances Service Excellence at the NCH Healthcare System; strives to increase patient satisfaction.

· Sanitizes and distributes wheelchairs to all hospital floors. Verifies that wheelchairs meet safety regulations; submits those in need of repair.

· Ensure appearance and personal conduct are professional at all times. Perform all responsibilities as assigned and uses sound judgment in completing tasks.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

· Minimum of High School or GED required.

· Minimum of 3 years of experience in a similar role.

· Excellent time management and organizational skills.

· Excellent interpersonal and communication skills.

· Able to monitor and assess concurrent situations and visitors.

· Physical ability to stand and walk for extended period and to transport patients.

· Need to be familiar with hospital terminology or willing to learn.

· Communicates effectively both verbally and in writing.

· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.