What are the responsibilities and job description for the Director, Guest Services position at Regional One Health?
Imagine being a part of a team that saves lives and makes a difference every day. Working with elite leaders, and gifted medical professionals coupled with a dynamic group of teammates with high standards and premier expectations. Regional One Health has an opportunity for you to join us in our mission “To improve the health and well-being of the people that we serve by providing compassionate care and exceptional services.”
Regional One Health is seeking an exceptional leader with the ability to lead a team of passionate professionals in our guest services area. The Director, Guest Service is responsible for providing administrative leadership and effective managerial support for all guest services areas, ensuring that all service levels are met or exceeded. Responsible for directing and managing the organization’s information/guest services desks, telephone operators, language services, patient call manager, and pastoral care activities, ensuring that the highest level of customer service, professionalism, and support is provided. Provides leadership in the development and implementation of strategies and performance improvement initiatives to coordinate and facilitate service excellence within the departments and throughout the organization. Initiates new or improved processes or services that promote a culture of service excellence, enhance first impressions, maintain positive patient, visitor, and staff experiences and improve efficiency and productivity without sacrificing quality customer service.
Education Requirement:
Bachelor’s Degree in management, public administration, human resources, healthcare management, or other related field required.
Experience Requirement:
Five (5) years progressive administrative/managerial experience. Experience in working in large and complex healthcare settings desired. Experience in a union environment desired.
Key Job Responsibilities:
- Apprises Executive Vice President Chief Administrative Officer of all activities, pertinent changes in internal/external market, threats, and opportunities and presents action plans for immediate implementation/approval.
- Directs the performance of the guest service, patient call manager and pastoral care operating units.
- Develops and implements an overall customer service and first impression strategy to support the organization’s strategic goals and objectives.
- Fosters and maintains working relationships with internal departments to promote service standards and ensure consistency in service levels across the organization.
- Develops, implements and maintains the annual operating and capital budgets, ensuring that operations are managed within the established guidelines.
- Directs, develops and motivates direct reports to ensure that a capable, productive staff exists in the division. Selects, trains, evaluates staff.
- Keeps abreast of best practices, current trends and developments in patient experience, guest satisfaction, spiritual and emotional needs and diversity and inclusion.
- Maintains an operational knowledge of all health system and divisional policies and procedures.
Knowledge/Skills/Abilities:
- Excellent verbal, written and interpersonal skills; ability to speak and communicate well with internal and external customers.
- Ability to lead diverse work teams.
- Demonstrated organizational, management, planning and budgeting skills. Demonstrated analytical skills necessary in order to solve technical, clinical, administrative, or managerial problems.
- Demonstrated communication skills necessary to interpret policies in situations requiring persuasion, prepare and present presentations to senior leaders, manage the performance of employees within large & diverse operating units.
- Identify with, share in, and display a commitment to the mission, philosophy, and objectives organization.
Supervision Provided by this Job:
- Provides leadership by planning, directing and leading the activities of assigned staff.
Physical Demands/Conditions:
- The physical activities of this position may include climbing, pushing, standing, hearing, walking, reaching, grasping, kneeling, stooping, and repetitive motion.
- Must have good balance and coordination.
- The physical requirements of this position are: light work - exerting up to 25 lbs. of force occasionally and/or up to 10 lbs. of force frequently.
- The employee is required to have close visual acuity to perform an activity, such as preparing and analyzing data and figures; transcribing; viewing a computer terminal; or extensive reading.
- The conditions to which the employee will be subject in this position: The employee is not substantially exposed to adverse environmental conditions; job functions are typically performed under conditions such as those found in general office or administrative work.
Location: Regional One Health · Guest Services
Schedule: Full-time, Day shift, days
