Supervisor-Concierge, Guest Services & Telecommunications

Job Title: Supervisor-Concierge, Guest Services & Telecommunications

Location: One Robert Wood Johnson Place, New Brunswick, NJ 08901

Pay Range: $55,700.00 - $69,700.00 per year

Shift: Evening

The Supervisor is responsible for overseeing the daily operations of the Concierge, Guest Services, and Telecommunications department to ensure exceptional customer service, efficient patient throughput, and operational excellence. This leadership role provides direct supervision to department staff while supporting daily operations, promoting employee engagement, and ensuring compliance with organizational policies, quality standards, and regulatory requirements. The ideal candidate is a collaborative leader who thrives in a fast-paced healthcare environment and is committed to delivering an outstanding patient and visitor experience.

• High School Diploma or equivalent
• Minimum of three (3) years of supervisory or leadership experience, preferably in healthcare, hospitality, customer service, or a related environment
• Demonstrated leadership experience in coaching, mentoring, and developing staff
• Strong interpersonal, organizational, and communication skills
• Ability to effectively prioritize work and manage multiple responsibilities in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Proficiency with Microsoft Office Suite and other departmental software applications
• Ability to work independently while exercising sound judgment and professionalism

• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or a related field
• Previous experience supervising patient access, concierge, guest services, telecommunications, or customer service teams within a healthcare environment

• Working Shift: Monday - Friday
• Rotating Shift: 6:00AM-2:30PM and 2:00PM-10:30PM
• Rotating weekends (approximately one weekend per month)
• Holiday rotation required
• On-call responsibilities required as needed.
• Full-Time, 40 Hours Per week

• Oversees the daily operations of the Concierge, Guest Services, and Telecommunications department to ensure efficient workflows and exceptional customer service
• Supervises, coaches, mentors, and evaluates departmental staff while fostering a culture of accountability, teamwork, and continuous improvement
• Develops and maintains departmental staffing schedules to ensure appropriate coverage based on operational needs
• Provides leadership support while actively participating in daily departmental operations
• Ensures compliance with departmental policies, organizational standards, and regulatory requirements
• Oversees onboarding, orientation, training, competency validation, and ongoing education for department staff
• Monitors department performance metrics and develops action plans to improve operational efficiency and service excellence
• Delegates and prioritizes daily work assignments to maximize productivity and customer satisfaction
• Communicates departmental updates, policy changes, and operational expectations clearly and consistently to staff
• Serves as a resource for staff by addressing operational concerns and providing timely guidance and support
• Reviews departmental processes and recommends workflow improvements to enhance patient, visitor, and employee experiences
• Collaborates with leadership to address staffing, performance, and operational challenges
• Ensures the accuracy and integrity of patient and departmental information
• Oversees visitor check-in processes, including FAST PASS procedures, ensuring a welcoming and efficient experience
• Maintains professional relationships with patients, visitors, physicians, and interdisciplinary teams while promoting RWJBarnabas Health's mission and values
• Participates in departmental and organizational meetings, committees, and quality improvement initiatives

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time…