Supervisor - Guest Services Job at Baton Rouge General
JOB PURPOSE OR MISSION: Provides a wide variety of supervisory, administrative and staff support services for the Guest Services department. Responsibilities include performance reviews, hiring, disciplinary actions and terminations. Provides input to department head on budget for area. Performs job for the age population served, as defined in the department’s scope of service.
PERFORMANCE CRITERIA
CRITERIA A: Everyday Excellence Values - Employee demonstrates Everyday Excellence values in the day-to-day performance of their job.
- Demonstrates courtesy and caring to each other, patients and their families, physicians, and the community.
- Takes initiative in living our Everyday Excellence values and vital signs.
- Takes initiative in identifying customer needs before the customer asks.
- Participates in teamwork willingly and with enthusiasm.
- Demonstrates respect for the dignity and privacy needs of customers through personal action and attention to the environment of care.
- Keeps customers informed, answers customer questions and anticipates information needs of customers.
CRITERIA B: Corporate Compliance - Employee demonstrates commitment to the Code of Conduct, Conflict of Interest Guidelines and the GHS Corporate Compliance Guidelines.
- Practices diligence in fulfilling the regulatory and legal requirements of the position and department.
- Maintains accurate and reliable patient/organizational records.
- Maintains professional relationships with appropriate officials; communicates honesty and completely; behaves in a fair and nondiscriminatory manner in all professional contacts.
CRITERIA C: Personal Achievement - Employee demonstrates initiative in achieving work goals and meeting personal objectives.
- Uses accepted procedures and practices to complete assignments. Uses creative and proactive solutions to achieve objectives even when workload and demands are high.
- Adheres to high moral principles of honesty, loyalty, sincerity, and fairness.
- Upholds the ethical standards of the organization.
CRITERIA D: Performance Improvement - Employee actively participates in Performance Improvement activities and incorporates quality improvement standards in his/her job performance.
- Optimizes talents, skills, and abilities in achieving excellence in meeting and exceeding customer expectations.
- Initiates or redesigns to continuously improve work processes.
- Contributes ideas and suggestions to improve approaches to work processes.
- Willingly participates in organization and/or department quality initiatives.
CRITERIA E: Cost Management - Employee demonstrates effective cost management practices.
- Effectively manages time and resources
- Makes conscious effort to effectively utilize the resources of the organization — material, human, and financial.
- Consistently looks for and uses resource saving processes.
CRITERIA F: Patient & Employee Safety - Employee actively participates in and demonstrates effective patient and employee safety practices.
- Employee effectively communicates, demonstrates, coordinates and emphasizes patient and employee safety.
- Employee proactively reports errors, potential errors, injuries or potential injuries.
- Employee demonstrates departmental specific patient and employee safety standards at all times.
- Employee demonstrates the use of proper safety techniques, equipment and devices and follows safety policies, procedures and plans.
JOB FUNCTIONS
ESSENTIAL JOB FUNCTIONS include, but are not limited to:
1. Provides administrative supervision for the Guest Services department to assure continuity of departmental operations.
- Ensures that departmental priorities are carried out on a daily basis.
- Ensures that goals and objectives of the department are administered daily and are consistent with management expectations.
- Ensures that departmental measures for processes and expectations are carried out on a daily basis.
- Assists manager with recommending alternative methods of providing services to reduce departmental operating costs.
- Supervises the staff of the department in regards to fluctuations in the workload.
2. Demonstrates effectiveness in supervising assigned staff.
- Supervises departmental staff and processes and recommends changes as needed on a daily basis.
- Supervises operation of the department daily.
- Completes performance reviews on assigned employees within established timelines, working closely with department manager.
- Participates in interview process to hire new staff, and makes recommendations for disciplinary action and/or termination when needed.
- Provides leadership to maximize the effectiveness of the work performed daily.
- Works with management and staff on data concerning the department and their activities.
3. Coordinates the daily activities of the assigned work area.
- Ensures that policies and procedures are followed.
- Coordinates the daily productivity of the department.
- Maintains an effective working relationship with administration and other departments.
4. Demonstrates effectiveness in monitoring the daily activities of the department.
- Ensures that standards of performance are administered daily.
- Communicates policy interpretation to staff.
- Communicates effectively and expresses information clearly to staff.
- Maintains required records, reports and statistics as required.
- Analyzes operational data and adjusts as necessary to provide adequate, economical service.
5. Coordinates the activities of the Guest Services Operators and Associates in accordance with applicable administrative and regulatory requirements.
- Responds to and resolving issues/concerns raised by patients, staff and physicians within 24 hours of knowledge of issues/concerns.
- Evaluates methods of improving telephone and guest services from discussions with staff, observation of operations, and analysis of service complaints.
- Collects and oversees the verification and entry of General Health System departmental phone listings into a computer database.
- Troubleshoots problems relating to the overall communications operation to ensure the equipment is operational and notifies appropriate party in the event of equipment failure.
6. Performs other duties as assigned.
EXPERIENCE REQUIREMENTS
Sufficient previous secretarial experience to perform duties. Previous supervisory experience desired.
EDUCATIONAL REQUIREMENTS
Post high school vocational/specialized training preferred.
SPECIAL SKILL, LICENSE AND KNOWLEDGE REQUIREMENTS
Knowledge of secretarial, office administrative procedures, and knowledge of use and operation of standard equipment.
Knowledge of a variety of computer software.
HIPAA REQUIREMENTS:
Maintains knowledge of and adherence to all applicable HIPAA regulations appropriate to Job Position including but not limited to: Patient demographics, patient information related to surgery or appointment schedules, patient related complaints, information related to patient location, patients’ religious beliefs, and research information.
SAFETY REQUIREMENTS:
Maintains knowledge of and adherence to all applicable safety practices appropriate to Job Position including but not limited to: Incident reporting, hand washing, and environment of care.
We are looking for a Guest Services Supervisor to provide direction to the associates in the department. The Guest Services Department strives to go the extra mile to make sure our guests are satisfied. Therefore, this supervisor should have experience providing high-quality customer service.
In this role, you should be an excellent communicator who can stay positive when facing multiple situations. You should also be reliable and customer-oriented, as your team serves as a primary point of contact for our guests upon entering the hospital. Other supervisory duties include staff scheduling, training, and conducting performance appraisals. Your goal will be to ensure our guests have an exceptional experience by modeling the values of the organization: Caring, Diversity & Inclusion, Excellence, Innovation, Integrity, Professionalism, Respect and Service.
Please Note :
chrismaxcer.com is the go-to platform for job seekers looking for the best job postings from around the web. With a focus on quality, the platform guarantees that all job postings are from reliable sources and are up-to-date. It also offers a variety of tools to help users find the perfect job for them, such as searching by location and filtering by industry. Furthermore, chrismaxcer.com provides helpful resources like resume tips and career advice to give job seekers an edge in their search. With its commitment to quality and user-friendliness, Site.com is the ideal place to find your next job.