Guest Services Manager - Rockford, United States - UW Health in Northern Illinois

Description

POSITION SUMMARY:

The Manager, Guest Services for the UW Health Northern Illinois Volunteer Services, Escorts and Valet supports the execution of strategic goals and objectives for Volunteer Services, Escorts and Valet. Under the direction of the Senior Director of Quality and Patient Experience, the manager is involved in overall program management to include system management and maintenance, identification of opportunities for improvement, providing coaching and education to support volunteer processes, escort and valet services, implementing innovative strategies that promote delivering a remarkable experience, and serves as a liaison between UW Health Northern Illinois and external partners to develop partnerships and best practices.

The position's major responsibility is to lead the development, successful implementation, and ongoing operations of volunteer services programs, escort services and valet across UW Health Northern Illinois to enhance the patient experience. The Manager will accomplish this by ensuring the successful implementation of processes, financial management, operations, and human resource optimization.

The Manager forges strategic partnerships with UW Health Northern Illinois department leaders, community leaders, and organizations to position the volunteer services program as the region's preferred volunteer program in healthcare. This includes the implementation and advancement of current and new programs, relationships across the system, and community partnerships.

EDUCATION/TRAINING:

Minimum:

• Bachelor's degree in Business Administration or related field.

Preferred:

• Master's degree in Business Administration, Healthcare Administration, Nursing or related field.

LICENSURE/CERTIFICATION:

Minimum:

• Valid driver's license in the person's state of residence.

Preferred:

• N/A

EXPERIENCE:

Minimum:

• Two (2) years' experience working in healthcare environment.
• Two (2) years' experience in volunteer activities and/or developing and sustaining programs.

Preferred:

• Three (3) years of experience managing volunteer activities in a health care environment.
• Three (3) years' experience in supervisory or management role

REQUIRED SKILLS, KNOWLEDGE, AND ABILITIES:

• Excellent communication and interpersonal skills, including the ability to negotiate and resolve conflicts and build teams
• Demonstrated creativity and flexibility
• Ability to work collaboratively across UW Health Northern Illinois entities and disciplines.
• Demonstrated commitment to patient centered care.
  • Ability to function independently and deal with multiple, simultaneous projects.
  • Effective leadership abilities:
  • Ability to implement change in a positive, sensitive, and forward-thinking manner
  • Developing goals and objectives and establishing priorities.
  • Inspires confidence, appropriate risk taking and achievement of high standards.
  • Self-starter with a willingness to try new ideas.
  • Positive, can-do attitude coupled with a sense of urgency.
  • Good judgment and ability to act decisively at the right time.
  • Ability to ensure a high level of customer satisfaction including volunteers, employees, patients, visitors, providers, and external stakeholders.
• Sensitivity to issues of diversity and demonstrates cultural competence.