Lead Guest Services Rep

Discover Vanderbilt University Medical Center:  Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of diverse individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health recognizes that diversity is essential for excellence and innovation. We are committed to an inclusive environment where everyone has the chance to thrive and where your diversity of culture, thinking, learning, and leading is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt’s mission is to advance health and wellness through preeminent programs in patient care, education, and research.

Organization:

Patient & Guest Services 20

Job Summary:

JOB SUMMARY
Acts as a lead resource for families, visitors and staff. Is the go to employee in determining guests’ needs and resolving issues.

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KEY RESPONSIBILITIES
• Assists or provide patients/visitors with information, resources, and directions.
• Facilitates communication between patients, visitors, physicians, and other staff.
• Contributes to the organization by actively participating in process improvement initiatives and shared decision making.
• The responsibilities listed are a general overview of the position and additional duties may be assigned.
• Assigns and redirects position assignments according to business needs.

TECHNICAL CAPABILITIES
• Customer Communication (Intermediate): Demonstrates mastery of written and or communications under difficult circumstances, i.e. deadlines, complex customer requirements. Prepares newsletters and other communications highlighting business activities for email distribution and website posting. Uses visual cues in newsletters and other media to create brand recognition. Writes, loads, tabulates, and reports customer-based online survey information. Plays a key role in preparing new product announcements.
• Corporate Hospitality (Intermediate): Demonstrates in-depth knowledge of events in practical applications of a difficult nature. Possesses mastery of the core technology, products, services and operations and is fully capable of their delivery without requiring support and instruction from others. Able to train and educate by setting the example and giving instruction. Demonstrates acute knowledge of industry trends, emerging technologies, competitors' products and services, regulations and legislation.
• Employee/Visitor Confidentiality (Intermediate): Demonstrates in-depth knowledge of the subject to successfully meet broad work objectives. Demonstrates mastery of the subject in practical applications of a difficult nature. Possesses sufficient training and experience to be capable of successfully delivering products and services relating to the subject without requiring support and instruction from others. Able to communicate with users and customers regarding appropriate subject matter in an easily understood manner.

Allied health is among the fastest growing occupations in healthcare today. This area can be defined as credentialed professionals who perform supportive, diagnostic, and therapeutic health care services to promote health and prevent disease in a variety of settings.

These areas are crucial to Vanderbilt Health’s reputation for excellence in these areas that has made us a major center for patient referrals from throughout the Mid-South.

Each year, people throughout Tennessee and the southeast choose Vanderbilt Health for their health care because of our leadership in medical science and our dedication to treating patients with dignity and compassion.

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Core Accountabilities:

* Organizational Impact: Independently performs non-routine tasks that significantly impact team and other related teams.* Problem Solving/ Complexity of work: Gathers and analyzes data to solve problems that arise with little or no precendent.* Breadth of Knowledge: Applies advanced job knowledge and has developed a breadth of skills in other areas. * Team Interaction: Serves as a lead for the team by providing expertise and guidance to team members.

Core Capabilities :

Supporting Colleagues: - Develops Self and Others: Invests time, energy, and enthusiasm in developing self/others to help improve performance e and gain knowledge in new areas. - Builds and Maintains Relationships: Maintains regular contact with key colleagues and stakeholders using formal and informal opportunities to expand and strengthen re