GUEST SERVICES SUPERVISOR

Principal duties and responsibilities:

• Serves as working supervisor for guest services team at all locations.
• Serve as a ChristianaCare ambassador by providing customer service excellence with a personal touch at every interaction.
• Welcome the patient/visitor with love and excellence and provide accurate, helpful information and answer all inquiries in a timely manner.
• Coordinate daily shift schedules, services and establish protocols and standards for efficient and effective Information Desk operations. Assist in managing unplanned absences (callouts, appointments, etc.).
• Supervise daily functioning of Information Desk, including working assigned shifts at desk, staff performance to expectations and counseling as appropriate with guidance from the manager/director.
• Coordinate and publish shift schedules, tracking staff time and attendance. Timecard/Kronos approvals when manager is not available.
• In partnership with manager, ensure caregivers are providing immediate service recovery, intervening, as necessary.
• Assist with lost and found, receive, answer any inquiries about lost and found property with the use of the Report to Learn (R2L) system. Remove submissions from the lost and found dedicated phone line and enter the submission in R2L.
• Assist with Lost & Found reviews and guests updates.
• Answers all inquiries (in person and via telephone) in a timely manner.
• Assists with all Guest Services duties as needed including:
• Performs all Provide patient location information to all customers.
• Provides directions to locations/facilities for internal and external guests.
• Provide department information to internal and external guest.
• Provides daily visitor badging, if required, for the safety of our patients and staff.
• In coordination with manager, create conditions to provide staff engagement, ongoing training, and development.
• Ensure the Information Desk directories are maintained and are updated as needed.
• Participates in caregiver recruitment, selection, and hiring processes, with co-lead responsibility for staff orientation.
• Ensure that any patient or visitor questions are addressed by caregivers appropriately, intervening, as necessary.
• Serve as information/communication liaison between caregivers and manager/director and utilize numerous other forms of effective two-way communication.
• Partners with ChristianaCare caregivers such as patient guides, constables, patient escort, patient relations, nurse managers, volunteer coordinators/manager to provide exceptional experience.
• Lead improvement initiatives as directed by manager/director.
• Order supplies and complimentary food/drink items for Surgical Waiting Lounge.
• Coordinate IT support, if needed for equipment, etc.
• Demonstrates compliance with Christiana Care Health Services departmental policies and procedures and mandatory education requirements including but not limited to safety, infection control, attendance, and dress code.
• Performs assigned work safely, adhering to established departmental safety rules and practices; reports to manager, in a timely manner, any unsafe activities, conditions, hazards, or safety violations that may cause injury to oneself, other employees, patients and visitors.

Hours: Day Shift - on call for staffing needs

Education and experience requirements:

• High School Diploma or equivalent required.
• Two- Four-year degree preferred.
• Minimum 5-year customer service experience preferred.
• Supervisory or lead experience required.

Special Requirements

Essential personnel, 24/7 department. Work schedules may be changed with short notice to ensure essential services are maintained.

Knowledge, Skill, and Ability Requirements

Excellent oral communication skills.

Ability to provide excellent customer service.

Ability to use computer and telephone to retrieve information.

Ability to use computer programs such as: Microsoft programs, Soarian, Surgi-Net, R2L, Powerchart.

Ability to use Easy Lobby program and Dymo printer to distribute visitor badges.

Ability to learn hospital locations and ability to read hospital map.

Ability to learn diagnostics tests and procedures performed at ChristianaCare.

Ability to learn ChristianaCare and departmental policies, procedures, and directives.

Ability to demonstrate excellent communication skills.

Ability to maintain confidential information and material.

Ability to handle stress.

Active listening skills

Ability to work independently and as part of a team.

Ability to anticipate the needs of our guests and then meet or exceed those needs with compassion and generosity to build enduring relationships.

Benefits of working at ChristianaCare

• Generous PTO, Competitive Pay & Robust Benefits Package.
• 403B company match and Tuition Reimbursement
• 12 weeks Paid Parental Leave (after 1 year of employment)

About ChristianaCare

ChristianaCare was recognized as one of "America's 100 Best Hospitals" by Healthgrades, selected as one of the Most Wired Hospitals in the US by the American Hospital Association, and ranked by US News & World Report as the #3 'Best Hospital' in the Philadelphia region out of more than 90 hospitals. To learn more, click on this link 

ChristianaCare Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.

We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform crucial job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.

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EEO Posting Statement

Christiana Care Health System is an equal opportunity employer, firmly committed to prohibiting discrimination, whose staff is reflective of its community, and considers qualified applicants for open positions without regard to race, color, sex, religion, national origin, sexual orientation, genetic information, gender identity or expression, age, veteran status, disability, pregnancy, citizenship status, or any other characteristic protected under applicable federal, state, or local law.