Supv, Experience - ECU Health

ECU Health

About ECU Health Medical Center

ECU Health Medical Center, one of four academic medical centers in North Carolina, is the 974-bed flagship hospital for ECU Health and serves as the primary teaching hospital for The Brody School of Medicine at East Carolina University. ECU Health Medical Center has achieved Magnet® designation twice and provides acute and intermediate care, rehabilitation and outpatient health services to a 29-county region that is home to more than 1.4 million people.

Position Summary

This position must be perceived as a role model in seamlessly leading the integration of patient and family experience operations and innovations within VMC. Supervisor, Experience will have responsibility for coordinating and supporting the day-to-day operations of Experience Greeters and Experience Coordinators. Supervisor is responsible for creating a positive organizational culture by providing team members direction and guidance, developing them through training, providing coaching and mentoring, setting performance standards, and, when necessary, taking action to remedy gaps in performance and coordinate with manager for learning plans and or compliance with our collaborative culture of safety standards.

Responsibilities

1. Supervises and directs the daily work of Experience Greeters and Experience Coordinators.

2. Organizes and participates in interviewing hiring candidates. Offers feedback to manager for team member performance appraisals. Monitors employee performance and takes appropriate action as needed.

3. Takes action to remedy gaps in performance and coordinate with manager for learning plans and or compliance with our collaborative culture of safety standards

4. Monitors time and attendance. Develops and monitors departmental staffing schedules, ensures adequate coverage and provides operational support as needed.

5. Keeps team up-to-date on all pertinent information regarding the organization and experience best practices. Role models this behavior consistently.

6. Operates within established guidelines to stay within budget and ensure team members have supplies and equipment needed.

7. Participates with the development of innovations and accompanying policies, procedures, protocols and guidelines.

8. Maintains positive and collaborative working relationship with all ECUHMC departments

9. Builds and sustains high reliability through safety habits, safety huddles, leader connections and follow up that provide opportunities to foster engagement with two way, transparent communication to develop and sustain authentic "power with" relationships.

10. Maintains high visibility and contact with team member's patients and families to gather data that will assist in enhancing experience in care outcomes.

11. Routinely meets with patient experience manager to innovate, plan, implement and remove barriers to foster positive experience for patients, families and team members. Attends appropriate meetings.

12. Supervises projects and programs such as Lost and Found within ECU Health Medical Center. Maintains databases, runs reports and monitors achievement of goals.

Minimum Requirements

Associate degree or higher is required.

3 to 4 years of experience required within health care, customer service, hospitality or working with people. Supervisory experience preferred.

Progressively responsible experience in guest relations departments, hospitality service positions.

Experience in a hospital or medical facility or other related business field.
Requires extensive walking and mobility throughout the organization.

General Statement

It is the goal of ECU Health and its entities to employ the most qualified individual who best matches the requirements for the vacant position.

Offers of employment are subject to successful completion of all pre-employment screenings, which may include an occupational health screening, criminal record check, education, reference, and licensure verification.

We value diversity and are proud to be an equal opportunity employer. Decisions of employment are made based on business needs, job requirements and applicant’s qualifications without regard to race, color, religion, gender, national origin, disability status, protected veteran status, genetic information and testing, family and medical leave, sexual orientation, gender identity or expression or any other status protected by law. We prohibit retaliation against individuals who bring forth any complaint, orally or in writing, to the employer, or against any individuals who assist or participate in the investigation of any complaint.