Manager, Guest Services

Job Number:35327

Location:

Phoebe Putney Memorial Hospital Street Address:417 W 3rd Ave City, State:

Albany, Georgia Zip Code:31701

Department:

PPMH PATIENT EXPERIENCE GUEST SERVICES Shift: Days Job Type:Full time Posted Date:

Job Description

Summary:

The Manager, Guest Services is responsible for the operations and staff of Guest Services across Phoebe Putney Memorial Hospital. The Manager will provide direct leadership to the associates in Guest Services, Central Communication (Switchboard), Hospitality, and Points of Entry Representatives. Major responsibilities include hiring, supervising, coaching, and developing employees, budgeting for the department across multiple cost centers, partnering with leadership throughout the organization to improve patient and guest experiences, managing complaints and grievances in accordance with policy and regulatory standards, and oversight of way finding and concierge services.

The Guest Services Manager is responsible for orienting and training the team to PPMH and Guest Services policies, procedures, and customer service standards to ensure excellent service to all patients and visitors.

Description:

Job Summary The Manager, Guest Services is responsible for the operations and staff of Guest Services across Phoebe Putney Memorial Hospital. The Manager will provide direct leadership to the associates in Guest Services, Central Communication (Switchboard), Hospitality, and Points of Entry Representatives. Major responsibilities include hiring, supervising, coaching, and developing employees, budgeting for the department across multiple cost centers, partnering with leadership throughout the organization to improve patient and guest experiences, managing complaints and grievances in accordance with policy and regulatory standards, and oversight of way finding and concierge services.

The Guest Services Manager is responsible for orienting and training the team to PPMH and Guest Services policies, procedures, and customer service standards to ensure excellent service to all patients and visitors. Qualifications Bachelor's Degree in related field (Required) Work Experience 3 or more years of progressive responsibility in a healthcare related environment. (Required) 3 or more years of experience in communication, customer service, and public relations.

(Required) 3 or more years of experience in management/oversight of conflict resolution. (Required) 3 years of supervisory experience (Preferred) Licenses and Certifications Not Applicable - No Certification and Licensure Requirements Required or Preferred Essential Functions Plans, directs, and assigns daily activities of Guest Services team across hospital. Develops, recommends, and implements policies, procedures, and standards for the Guest Services programs, waiting areas, and information desks.

Monitors adherence to established policies, procedures, and standards to ensure excellent service to all customers, internal and external. Investigate, monitor, and audit patient complaints and grievances in accordance with policy and regulatory standards. Ensures staffing levels are appropriate. Implements alternative staffing patterns as needs arise, considering department budgetary constraints and performance requirements. Supports operations to hire, onboard, schedule, and rotate staff appropriately to provide adequate staffing levels and customer support.

Makes recommendations regarding customer service programs and further program development. Visible in all areas of Guest Service across PPPMH and interact with patients and visitors, when possible. Ensures patient, family, and guest experience service-related needs are met by proactively rounding, soliciting input, considering recommendations, and addressing…