Manager, Guest Services

Overview

Be inspired. Be rewarded. Belong. At Emory Healthcare.

 

At Emory Healthcare we fuel your professional journey with better benefits, valuable resources, ongoing mentorship and leadership programs for all types of jobs, and a supportive environment that enables you to reach new heights in your career and be what you want to be. We provide:

• Comprehensive health benefits that start day 1 • Student Loan Repayment Assistance & Reimbursement Programs • Family-focused benefits • Wellness incentives • Ongoing mentorship, development, and leadership programs • And more Work Location: Atlanta, GA

Description

• Manages facility entrances to ensure a welcoming environment by greeting and acknowledging individuals with a smile
• Provides wayfinding assistance, communicates facility services and promptly responds to inquiries
• Provides helpful, safe and supportive experience for all people entering the facility
• Oversees front desk and lobby coverage, manages designated areas and equipment (wheelchairs, PPE stations) and addresses customer service and facility related issues
• Partners and supports clinical teams with visitation policies and customer service
• Responsible for providing a culture of excellence as well as culturally appropriate, compassionate care
• Manages team members to achieve patient experience goals and operational and strategic initiatives
• Plans Guest Services schedules and ensuring coverage during operational hours for multiple locations 
• Trains and manages volunteers and students assigned to entrances
• Reports to Patient Experience Director
• In addition to the requirements of a Guest Services Associate 1 & 2, serves as point person for ensuring compassionate, welcoming, timely and efficient communication to patients, guests, vendors, and employees entering and leaving the building for multiple locations across EHC campuses
• Leads efforts to drive service excellence within the guest services team, including assisting with the training and onboarding of new team members, communicating and operationalizing organizational changes, cross-training with other departments and guest services teams to increase knowledge base, and serving as relief supervisor, facilitating scheduling changes, assisting with timekeeping, managing and ordering supplies, and serving as point person for guest escalations
• Actively seeks opportunities to improve processes and “first impressions” experiences
• Serves on entity-level committees and fosters strong collaborative relationships with other teams and departments
• Develops and manages Guest Services team schedules – including volunteers and students- to provide continuous coverage for entrances, waiting and assigned areas for multiple locations.
• Manages the cross-campus system wide Guest Services Associate PRN pool
• Mentors and cultivates talent within guest services, while pursuing their own professional development in relevant areas, such as de-escalation, service recovery, communication skills, and customer service
• Works with Public Safety and leaders to help identify safety risks and escalating situations
• Completes incident reports involving patients and guests
• Provides timely and accurate notifications of regulatory inspectors and emergency situations – assisting Public Safety with identifying visitors
• Serves as super user for guest services technologies
• Performs other related duties as required.

SKILLS REQUIRED:

• Knowledge of electronic medical record and scheduling systems
• Comprehend and interpret EHC policies impacting safety and customer service
• CPR (Basic Life Support) certification preferred
• Ability to work independently
• Conflict management
• Willing to travel to multiple Emory Healthcare locations

 

MINIMUM EXPERIENCE:

• 3 years experience in customer service and/or healthcare environment
• 1 year experience as Guest Services Associate 1 or 2
• Experience working directly with patients and clinical teams
• Demonstrated proficiency in computer programs such as customer databases, Microsoft Office, scheduling and/or reservation systems
• Demonstrated conflict management and problem solving skills
• Telecommunication skills and proficiency using multi-line phone and cell phone

MINIMUM EDUCATION:

• Associate degree or leadership experience considered.

PHYSICAL REQUIREMENTS:

• Frequent standing & walking (50% of the workday)
• Occasional sitting (50% of the workday)
• Push wheelchairs and carts
• Carrying of objects up