Manager, Guest Services & Patient Transport - Norton Healthcare

This leader collaborates with the Director for the proper and efficient management of the guest services and patient transportation team for the organization. Charged with the goal of continuous quality improvement, they must provide leadership and supervision to the staff members supervised as well as provides manual assistance as needed. This individual will manage the customer experience beginning with point of entry. They will coordinate on any problematic items with the appropriate source for resolution. With responsibility for the overall administrative direction and management of the department, this leader facilitates the development and delivery of excellence in service practice by evaluating and coordinating the services delivered. Demonstrates the knowledge and skills necessary to direct the services appropriate for the patient/family population being served. Integrates the department's services with the hospital's primary functions.

Key Accountabilities:

• Implement policies and procedures that promote efficient operation and high-quality service delivery. Respond to and resolve any issues or complaints related to guest services or transportation, maintaining high standards of customer service.
• Ensure all operations comply with hospital policies and local, state, and federal regulations concerning healthcare transportation. Monitor and report on safety incidents, striving for a reduction in incidents through proactive management and training.
• Manage to the budget for the guest services and transportation departments, including forecasting, expense tracking, and cost optimization. Utilize technology and other resources to improve service delivery and operational efficiency.
• Oversee the daily operations of the hospital's guest services and transportation departments. Coordinate transportation logistics for patients and hospital staff, ensuring efficient scheduling, management of available resources, and oversight of patient transporters.
• Supervise a team of guest services and transportation staff, including hiring, scheduling, training, and conducting performance evaluations. Motivate and lead the team to ensure high performance and effective service delivery.

Required:

• With a Bachelor's Degree: one year of hospital or healthcare customer service and one year direct supervisory experience
• Without a Bachelor's Degree: three years of hospital or healthcare customer service experience and five years direct leadership experience

Desired:

• One year of project management experience; in a hospital or healthcare environment
• Bachelor's Degree in healthcare administration, public health, health services management, hospitality management
• PMP, HDI Customer Service Representative