Manages the overall service delivery operations of the lobby and entrance areas. Coordinates and facilitates lobby operations and guest service activities supporting patient and family centered care. Conveys key strategic messages to patients and family members as well as service line managers and staff, consistent with a culture of patient centeredness and hospitality.
Provides oversight of all lobby amenities, functions and appearance.
Manages the logistics and quality of all work performed in lobby and entrance areas in order to provide a clean, functional, and hospitable and welcoming environment for patients, families, and visitors.
Reports and takes action to correct any deficiencies. Interfaces with service-line Directors to instruct and if necessary discipline non-performing employees.
Proactively identifies operations needing improvement and collaborates with multiple support service departments to ensure optimal lobby operations and guest service activities (i.e. patient navigation, environmental services, maintenance, parking garage, security, etc.).
Provides sensitive, culturally diverse assistance/guidance to patients, families and visitors in stressful situations. Escalates issues to appropriate departments and/or management, as required.
Responds quickly to patient/customer requests, obtaining answers to questions regarding non-clinical information.
Monitors and assists discharged patients leaving the facility, ensuring appropriate discharge procedures are followed.
Ensures availability of wheelchair services to incoming and outgoing patients and visitors.
Performs related duties as required.
Bachelor’s Degree, required. Degree in hospitality services or hotel management, preferred.
Minimum of two (2) years customer service or related experience, required.
Working knowledge of PC applications, required.
Demonstrated interpersonal and communication skills. Ability to respond in a caring, empathic and calming way with people.