Guest Services Supervisor

Shift: Monday-Friday, 10:00 am-6:30 pm with rotating weekends and On-Call expectations

General Summary of Position
Guest Service Supervisor at MedStar Georgetown University Hospital will oversee the daily operations of Guest Services to ensure the delivery of the highest level of world class services to our customers. Guest services serves as the First Impression to all customers; greeting customers promptly with a warm reception and eagerness to serve maintaining a patient/visitor focused environment looking up procedure locations personally escorting guests to appropriate settings explaining available services and apologizing for delays or concerns. The Guest services Supervisor is a working supervisor who will role model all desires associate behaviors. In addition the supervisor will handle department scheduling training processes/procedures etc. These functions are performed in accordance all applicable laws and regulations and MedStar Georgetown University Hospital's philosophy policies procedures and standards.

Primary Duties and Responsibilities

• Lead/manage a team of associates; provide supervision and set expectations for exceptional first impressions.
• Manage day to day staffing and scheduling to include Patient and Guest Relations Reps contractors and wayfinding volunteers.
• Assist in the interviewing hiring training and evaluating the performance of associates with department Manager.
• Oversees Hospital's Patient/Visitor and Associate Screening program.
• Responsible for implementing the MGUH Visitation Policy including on-call responsibilities for the Visitation Exception process and maintaining an up-to-date Exceptions List in coordination with the Manager.
• Ensure that necessary equipment supplies and critical transportation equipment and resources are sanitized in proper working order and available for patient and visitor use.
• Manages day-to-day administrative tasks to include supply management uniform needs and front line process improvement.
• Responsible for addressing patient/visitor complaints regarding visitation ensuring patient's/visitor's voice is heard while adhering to MGUH policy.
• Knowledgeable of the organization's current internal and external footprint(s) including provided services.
• Responsible for the maintenance supply and distribution of MGUH pamphlets maps brochures and other communications to be distributed to those entering the premises.
• Coordinates the Redcoat Ambassador wayfinding program managing the training scheduling and deployment of volunteers throughout the facilities and grounds.
• Ensures that the reception area always remains presentable with necessary safety cleaning supplies stocked for use.
• Manage the lost and found process ensuring that lost items are documented and partnering with internal departments to resolve.
• Partner with Patient Advocacy on any immediate patient issues.
• Supports hospital processes during codes disasters computer downtimes. Directs customers provides information and support.
• Performs other duties and responsibilities that are appropriate to the position and area. The above responsibilities are a general description of the level and nature of the work assigned to this classification and is not to be considered as all-inclusive.

Minimal Qualifications
Education

• Bachelor's degree required

Experience

• 5-7 years In customer service related field general receptionist secretarial data entry or previous concierge experience preferred

Knowledge Skills and Abilities

• Customer service training.
• Leadership skills.
• Ability to manage a small team.
• Proficient computer skills.
• Ability to read and write English fluently.
• Knowledge of medical terminology.
• Ability to navigate Microsoft Office Suite the internet and hospital based computer systems: IDX Invision Centricity.
• 50 wpm typing.
• Good interpersonal and communication skills.
• Ability to prioritize and multitask in a potentially stressful environment organize work and be self-directed.
• Ability to facilitate positive outcomes in all scenarios.
• Customer focused a people person a motivator detail oriented and have excellent project management skills