Supervisor, Patient/Guest Relations – Volunteer Services – Full Time 8 Hour Days (Exempt) (Non-Union)

Details

Posted: 29-Dec-23

Location: Los Angeles, California

Salary: Open

Categories:

Staff/Administrative

Internal Number: REQ20144061

The Guest/Patient Relations Supervisor will assist building relationships within concierge team, patients, families and other staff to create an environment where optimum patient experience and positive patient satisfaction flourishes. The Guest/Patient Relations Supervisor must have an in depth knowledge in all the concierge functions in a healthcare setting (ie hospital, ambulatory locations/ services ). Must have excellent communication skills, including the ability to speak, read and write English proficiently. In depth knowledge of service excellence in healthcare setting. The Guest/Patient Relations Supervisor must be able to work under stressful conditions with a high degree of accuracy and professionalism. Must be able to work in all department duties comfortably and efficiently. Exhibits excellent communication skills with the ability to define the goals of the department as related to the facility as a whole, and works with staff to achieve those goals. Helps to in-service the staff in needed areas. Reports to the Patient Experience Director and assumes all Concierge Managerial responsibilities in the absence of the Director.

Essential Duties:

• This position supports the development, implementation, and coordination of programs and services that promote a positive patient experience and satisfaction through; promoting, coaching and teaching customer service behaviors.
• Responsible for providing support that promotes a positive patient/family experience throughout their care continuum activities to include greeting visitors, patients, rounding in waiting rooms and ensuring all needs are met for each patient by proactive rounding, anticipating and identifying needs, soliciting input and addressing any issues or concerns.
• Responding to patient, family and visitor concerns employing excellent verbal and written communication skills, intervention, interpersonal, diplomacy, and conflict management skills and strategies, and service recovery approaches to work to facilitate and resolve perceived issues with a wide variety of customers.
• Provide information and analysis on patient concerns, project support, and providing team leadership for customer service improvement initiatives, and support of department operations.
• Reviews department processes and demonstrates initiative in helping to implement changes.
• Directly supervises front line staff and reports and acts on any needs within the department. Ensures the team is following dress code and KNOWN Services Standards.
• Demonstrates effective problem-solving skills and create opportunities for engagement and team development.
• Communicates openly with Director on personnel issues or departmental concerns.
• Assist in evaluating, counseling and developing staff performances.
• Performs other related duties as assigned or required willingly and with a positive attitude.
• Attends 75% of all departmental meetings.
• Keeps track of supply orders, ensuring that all orders stay within the monthly budget.
• Provide staff coverage as needed.
• Other tasks as assigned.

Required Qualifications:

• Req High school or equivalent
• Req 3 years; Combined education/experience as substitute for minimum experience Experience in a healthcare setting (ie hospital, physician office)
• Req Ability to work collaboratively with multiple personnel and prioritize multiple tasks.
• Req Experience with computer data entry and spreadsheets.

Preferred Qualifications:

• Pref Bachelor’s degree Degree in a related field.
• Pref Lead/Supervisor experience preferred.

Required Licenses/Certifications:

• Fire Life Safety Training (LA City) If no card upon hire, one must be obtained within 30 days of hire and maintained by renewal before expiration date. (Required within LA City only)

The annual base salary range for this position is $60,320.00 – $94,020.00. When extending an offer of employment, the University of Southern California considers factors such as (but not limited to) the scope and responsibilities of the position, the candidates work experience, education/training, key skills, internal peer equity, federal, state, and local laws, contractual stipulations, grant funding, as well as external market and organizational considerations.

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About University of Southern California (USC)
USC is the leading private research university in Los Angeles—a global center for arts, technology and international business. With more than 47,500 students, we are located primarily in Los Angeles but also in various US and global satellite locations.

As the largest private employer in Los Angeles, responsible for $8 billion annually in economic activity in the region, we offer the opportunity to work in a dynamic and diverse environment, in careers that span a broad spectrum of talents and skills across a variety of academic and professional schools and administrative units. As a USC employee and member of the Trojan Family—the faculty, staff, students, and alumni who make USC a great place to work—you will enjoy excellent benefits, including a variety of well-being programs designed to help individuals achieve work-life balance.
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