Guest Services Supervisor
Overview
Be inspired. Be rewarded. Belong. At Emory Healthcare.
At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:
- Comprehensive health benefits that start day 1
- Student Loan Repayment Assistance & Reimbursement Programs
- Family-focused benefits
- Wellness incentives
- Ongoing mentorship, development, and leadership programs
- And more
Description
RESPONSIBILITIES:
- Manages facility entrances to ensure a welcoming environment by greeting and acknowledging individuals with a smile
- Provides wayfinding assistance, communicates facility services and promptly responds to inquiries
- Provides helpful, safe and supportive experience for all people entering the facility
- Oversees front desk and lobby coverage, manages designated areas and equipment (wheelchairs, PPE stations) and addresses customer service and facility related issues
- Partners and supports clinical teams with visitation policies and customer service
- Responsible for providing a culture of excellence as well as culturally appropriate, compassionate care
- Manages team members to achieve patient experience goals and operational and strategic initiatives
- Plans Guest Services schedules and ensuring coverage during operational hours. Trains and manages volunteers and students assigned to entrances
- In addition to the requirements of a Guest Services Associate 1 & 2, serves as point person for ensuring compassionate, welcoming, timely and efficient communication to patients, guests, vendors, and employees entering and leaving the building
- Leads efforts to drive service excellence within the guest services team, including assisting with the training and onboarding of new team members, communicating and operationalizing organizational changes, cross-training with other departments and guest services teams to increase knowledge base, and serving as relief supervisor, facilitating scheduling changes, assisting with timekeeping, managing and ordering supplies, and serving as point person for guest escalations
- Actively seeks opportunities to improve processes and first impressions experience
- Serves on entity-level committees and fosters strong collaborative relationships with other teams and departments
- Develops and manages Guest Services team schedules - including volunteers and students- to provide continuous coverage for entrances, waiting and assigned areas
- Mentors and cultivates talent within guest services, while pursuing their own professional development in relevant areas, such as de-escalation, service recovery, communication skills, and customer service
- Works with Public Safety and leaders to help identify safety risks and escalating situations
- Completes incident reports involving patients and guests
- Provides timely and accurate notifications of regulatory inspectors and emergency situations, i.e. assisting Public Safety with identifying visitors
- Serves as super user for guest services technologies
- Performs other related duties as required
SKILLS REQUIRED:
- Knowledge of electronic medical record and scheduling systems
- Comprehend and interpret EHC policies impacting safety and customer service
- CPR (Basic Life Support) certification preferred
- Ability to work independently
- Conflict management
MINIMUM EXPERIENCE:
- 3 years experience in customer service and/or healthcare environment
- 1 year experience as Guest Services Associate 1 or 2
- Experience working directly with patients and clinical teams
- Demonstrated proficiency in computer programs such as customer databases, Microsoft Office, scheduling and/or reservation systems
- Demonstrated conflict management and problem solving skills
- Telecommunication skills and proficiency using multi-line phone and cell phone
MINIMUM EDUCATION:
- Associate degree or leadership experience considered
Additional Details
Emory is an equal opportunity employer, and qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by state or federal law.
Emory Healthcare is committed to providing reasonable accommodations to qualified individuals with disabilities upon request. Please contact Emory Healthcare’s Human Resources at careers@emoryhealthcare.org. Please note that one week's advance notice is preferred.
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Join Emory Healthcare as a Guest Services Supervisor and play a vital role in creating a welcoming and supportive environment for all who walk through our doors in Atlanta. In this position, you will manage facility entrances, ensuring guests feel acknowledged and valued right from the first smile. Your primary duties will revolve around greeting visitors, providing wayfinding assistance, and effectively communicating facility services while promptly responding to inquiries. You will oversee front desk and lobby operations, manage equipment needs, and create a culture of excellence in compassionate care for patients and visitors alike. The Guest Services Supervisor will lead a dedicated team, ensuring seamless coverage of our guest services while also nurturing the growth of team members through ongoing mentorship and training programs. Collaborating closely with clinical teams and other departments, you’ll help implement best practices and drive service excellence. If you have a passion for enhancing the patient experience, thrive in a dynamic environment, and bring a blend of leadership, communication, and problem-solving skills, we encourage you to apply today and embark on a rewarding career with Emory Healthcare.
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Mission: Improving the health of individuals and communities at home and throughout the world. Vision: Be the leading academic health science center in transforming health and healing through education, discovery, prevention and care. Values: ...
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