Guest Services Manager

Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that's served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It's our passion.

PRIMARY PURPOSE

Responsible for managing the overall operations and specialty programs within Guest Services, providing budget oversight, and the recruitment, training, and supervision of assigned staff members.

MINIMUM SPECIFICATIONS

Education

Prefer a Bachelor's degree in a Healthcare Management, Hospitality, Social Services, or a related field and/or six years of experience in management and/or supervisory capacity in a guest services capacity for a hospital or related industry.

Experience

Five years of experience in a healthcare or customer service environment.

Two years of experience in a hospitality environment.

Prefer experience in a patient navigation environment.

Equivalent Education and/or Experience

May have an equivalent combination of education and experience to substitute for the education and experience requirements.

Skills or Special Abilities

Must have excellent verbal and written communication skills.

Must be organized and detail-oriented.

Must demonstrate knowledge of community resources and services available for the targeted population.

Must have excellent interpersonal skills, particularly in working with a diverse population.

Must have the ability to represent Guest Services and Parkland in a positive and effective manner.

Must exhibit caring, service-oriented behaviors toward people encountered and be able to defuse emotionally charged situations.

Must be able to apply sound judgment while resolving questions and problems for patients and visitors.

Must demonstrate effective supervisory and decision-making skills.

Responsibilities

1. Oversees the overall operations of the Guest Services program to ensure the program operates effectively and efficiently, with a focus on customer service. Ensures visitors and patients are greeted and provided directions and general information to ensure ease of access around Parkland campus.

2. Supervises and leads the Guest Services Supervisors by rounding. Selects, trains, schedules, motivates, supervises, and evaluates employees making recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. Ensures that assigned employees receive opportunities to further their knowledge. Specifies and approves accountabilities for key management personnel and evaluates performance regularly. Provides ongoing feedback to team members and recognizes individuals for outstanding service delivery.

3. Responsible for the development and monitoring of assigned annual budgets that ensure the Guest Services area has the necessary funds to carry out the goals and objectives that have been established.

4. With the approval of Director, designs and implements office policies by establishing standards and procedures, measures results against standards, and makes necessary adjustments.

5. Serves as a liaison for professional relationships with external vendors, building maintenance, facilities management, security, etc.

6. Manages multiple projects simultaneously, ensuring that deadlines are met. Prioritizes work by evaluating risk, importance, urgency, and potential business, organizational and/or client implications.

7. Ensures the development and analysis of reports regarding staff productivity, program needs, and program activities. Reviews the productivity data and report preparation. Keeps leadership informed by reviewing and analyzing special reports, summarizing information, and identifying trends. Communicates results to staff as needed.

8. Identifies and analyzes the design of jobs, work processes, work flows, etc. for the Guest Services area and implements appropriate changes to improve effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland.

9. Stays abreast of the latest developments, advancements, and trends in the field of Guest Services by attending seminars/workshops, reading professional journals, and actively participating in professional organizations. Integrates knowledge gained into current work practices.

10. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the Guest Services areas. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state and private health plans. Seeks advice and guidance as necessary to ensure proper understanding.

11. Ensures the unique needs of Guest Services internal and external customers are handled appropriately, needs are proactively identified, and Guest Services responses are tailored and resolved in a culturally competent manner.

Job Accountabilities

1. Identifies and analyzes the design of jobs, work processes, work flows, etc. for the area and implements appropriate changes to improve effectiveness, productivity, and efficiency that support the overall goals of the department and Parkland.

2. Stays abreast of the latest developments, advancements, and trends in the field by attending seminars/workshops, reading professional journals, actively participating in professional organizations, and/or maintaining certification or licensure. Integrates knowledge gained into current work practices.

3. Maintains knowledge of applicable rules, regulations, policies, laws and guidelines that impact the area. Develops effective internal controls designed to promote adherence with applicable laws, accreditation agency requirements, and federal, state, and private health plans. Seeks advice and guidance as needed to ensure proper understanding.

4. Develops and monitors annual budgets that ensure the department has the necessary funds to carry out the goals and objectives that have been established for the department.

5. Develops, implements, monitors, and revises annual goals and objectives for the department that support the missions and objectives of Parkland.

6. Selects, trains, schedules, motivates, supervises, and evaluates employees making recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities. Ensures that assigned employees receive opportunities to further their knowledge.

Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status.As part of our commitment to our patients and employees' wellness, Parkland Health is a tobacco and smoke-free campus.