Position Summary The Director, Guest Services is responsible for overseeing operations for customer facing, first impression areas within the system. This position will have direct responsibility for Patient Escort Services, Valet Services, Shuttle Services, Guest Services and projects for facility-wide initiatives and process improvement as assigned by facility executives. The role will implement customer and patient experience initiatives across the continuum and service lines. The role will assure operational performance across the assigned functional service areas and achievement of the implementation of initiatives to drive consistency and best practice performance. Optimization and improvement projects will be assigned ongoing, either on a temporary or permanent basis Responsibilities Essential Functions Integrates service to business lines. • Develops a positive, service-oriented culture among leaders and staff. • Ensures the quality, cost and service levels provided match the expectations of patients, families, physicians, and internal customers. • Focuses on improving guest satisfaction scores and implementing strategies for increasing operational efficiency. • Coordinates staff development activities to create productive working environments. • Works in partnership with the team to enhance the overall customer experience and proactively identify changes in the current process that optimizes a great experience. • Ensures positive working relationships with other hospital departments, medical staff, and the public. Delivers services & maximizes operational excellence. • Continually assesses, plans, and implements ever improving operational services • Uses quality improvement tools and techniques to assess workflow opportunities and make process improvements. • Recognizes and addresses opportunities for improvement, using best practices information. • Sets appropriate priorities among competing demands. • Ensure that all compliance policies and procedures are followed across the system. • Meets all regulatory requirements. Leads people. • Actively oversees recruiting, onboarding, and retention efforts of staff. • Leads and supports guest services management team • Fosters a communication system to assure all employees have relevant, timely, and appropriate information. • Establishes and reviews expectations that guide, motivate, and hold people accountable for their work. • Provides feedback and coaching on an ongoing basis. • Conducts accurate and timely performance reviews. • Continuously takes action to enhance employee satisfaction. • Ensures that human resource policies and procedures are followed. Manages finances. • Develops budget and manages within budget parameters. • Monitor and improve financial performance of departments, staff and other costs, and accounts receivable. • Demonstrates effective stewardship of limited resources. • Demonstrates ongoing fiscal responsiveness. • Engages staff in cost reduction efforts. • Ensures contract fulfilment and management of terms Focuses on customers. • Understands the importance of customer service. • Sets an example of exemplary customer service. • Works with the areas of responsibility to manage Service Level Agreements including dashboards demonstrating performance • Meets with the site leadership teams to provide and receive feedback as well as to promote and support customer service and communication • Continuously builds customer understanding by monitoring patient satisfaction performance and customer feedback. • Takes actions to meet and exceed the needs of customers. • Continuously implements strategies to improve customer satisfaction. Other Related Functions • Participates in the planning of volunteer recognition events. • Oversees the maintenance of the department facilities and equipment. • Performs other related duties as directed. Qualifications Education/Training • Bachelor’s degree required Licensure/Certification • Certification in Patient Experience preferred (CPXP) Experience Three (3) years of volunteer/guest service or closely related experience required, and three (3) years management experience. A Master’s degree may substitute for up to (2) years of volunteer/quest service, or related experienceEssential Functions Integrates service to business lines. • Develops a positive, service-oriented culture among leaders and staff. • Ensures the quality, cost and service levels provided match the expectations of patients, families, physicians, and internal customers. • Focuses on improving guest satisfaction scores and implementing strategies for increasing operational efficiency. • Coordinates staff development activities to create productive working environments. • Works in partnership with the team to enhance the overall customer experience and proactively identify changes in the current process that optimizes a great experience. • Ensures positive working relationships with other hospital departments, medical staff, and the public. Delivers services & maximizes operational excellence. • Continually assesses, plans, and implements ever improving operational services • Uses quality improvement tools and techniques to assess workflow opportunities and make process improvements. • Recognizes and addresses opportunities for improvement, using best practices information. • Sets appropriate priorities among competing demands. • Ensure that all compliance policies and procedures are followed across the system. • Meets all regulatory requirements. Leads people. • Actively oversees recruiting, onboarding, and retention efforts of staff. • Leads and supports guest services management team • Fosters a communication system to assure all employees have relevant, timely, and appropriate information. • Establishes and reviews expectations that guide, motivate, and hold people accountable for their work. • Provides feedback and coaching on an ongoing basis. • Conducts accurate and timely performance reviews. • Continuously takes action to enhance employee satisfaction. • Ensures that human resource policies and procedures are followed. Manages finances. • Develops budget and manages within budget parameters. • Monitor and improve financial performance of departments, staff and other costs, and accounts receivable. • Demonstrates effective stewardship of limited resources. • Demonstrates ongoing fiscal responsiveness. • Engages staff in cost reduction efforts. • Ensures contract fulfilment and management of terms Focuses on customers. • Understands the importance of customer service. • Sets an example of exemplary customer service. • Works with the areas of responsibility to manage Service Level Agreements including dashboards demonstrating performance • Meets with the site leadership teams to provide and receive feedback as well as to promote and support customer service and communication • Continuously builds customer understanding by monitoring patient satisfaction performance and customer feedback. • Takes actions to meet and exceed the needs of customers. • Continuously implements strategies to improve customer satisfaction. Other Related Functions • Participates in the planning of volunteer recognition events. • Oversees the maintenance of the department facilities and equipment. • Performs other related duties as directed. Education/Training • Bachelor’s degree required Licensure/Certification • Certification in Patient Experience preferred (CPXP) Experience Three (3) years of volunteer/guest service or closely related experience required, and three (3) years management experience. A Master’s degree may substitute for up to (2) years of volunteer/quest service, or related experience