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Company: MedStar Medical Group
Location: Baltimore, MD
Career Level: Mid-Senior Level
Industries: Not specified
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Description

General Summary of Position
Provides leadership to patient guest relations associates for visitor access at main entrance and other entrances. Leads the key visitor and patient-focused functions, including navigating and wayfinding. Ensures hospitality standards and customer satisfaction in assigned areas. Interacts with customers to maintain strong working relationships and identify areas that require improvement. Coordinates the activities of the Hospital's Conference Center. Lead hospital's interior and exterior signage as well as artwork and first impressions around campus. Leadership oversite for Valet Services, Parking Services, Shuttle Services and campus parking revamp including associate lots, equipment, visitor navigation and revenue-generating functions. Provides Service Recovery & Code of Conduct intervention as appropriate. May report to the Patient Experience Director or VP Operations. May work closely with the SVP, Operations.


Primary Duties and Responsibilities

  • Develops and contributes to the achievement of established department goals and objectives and adheres to department policies, procedures, quality standards, and safety standards. Ensures compliance with hospital/facility policies and procedures and governmental/accreditation regulations.
  • Provides operational oversite, leadership and supervision of the Greeter Associates. Provides operational leadership for the Conference Center Operations.
  • Selects, trains, orients, and assigns department staff. Develops standards of performance, evaluates performance, and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs, provide feedback, discuss new developments, and exchange information.
  • Develops and recommends department operating budget and ensures that department operates within budget.
  • May oversee all audiovisual equipment usage and ensures proper working conditions. Coordinates all maintenance and repairs of conference center equipment with the Clinical Engineering Department.
  • Participates in multidisciplinary quality and service improvement teams as appropriate. Participates in meetings, serves on committees and represents the department and hospital/facility in community outreach efforts as appropriate.
  • Supervision of the Greeter Associates for visitor access at main and other campus entrances.
  • Provides Service Recovery & Code of Conduct intervention as appropriate.
  • Oversight of key visitor & patient-focused functions, including navigating & wayfinding.
  • May provide oversite of Shuttle, Valet and Parking Services. Including parking revamp including associate lots, equipment, visitor navigation and revenue-generating functions.
  • Oversight of Interior and exterior signage, as well as artwork and first impressions around campus.
  • Provides Service Recovery & Code of Conduct intervention as appropriate.
  • May report to the Patient Experience Director or VP, Operations but works closely with the SVP, Operations
  • Reviews request for service to assure tasks are handled in the most efficient manner considering available resources. Monitors work performance to assure completion of all tasks, with emphasis on safety, customer service, efficiency and continuous improvement.
  • Selects, trains, orients, and assigns department staff. Develops standards of performance, evaluates performance, and conducts performance management planning. Initiates or makes recommendations for personnel actions. Maintains ongoing communication with subordinates to review programs, provide feedback, discuss new developments, and exchange information.
  • Trains and supports staff on the phone and pager system.
  • Understands and applies knowledge of basic patient transport concepts, infection control practices, and proper body mechanics.
  • Understands and is able to determine, explain and develop dispatcher logic and transporter activities; monitors and supervises dispatcher activity; acts as a dispatcher when necessary.
    • CUSTOM.PRIMARY.DUTIES.RESPONSIBILITIES.ADDENDUM


     

    Minimum Qualifications
    Education

    • Bachelor's degree in Business/Hospitality required.
    • Master's degree in Business/Hospitality preferred.

    Experience

    • 3-4 years Experience in a healthcare environment with hospitality service lines, and knowledge of environmental and regulatory compliance required.

    Licenses and Certifications

    • Valid driver's license in the State of Maryland required.

    Knowledge, Skills, and Abilities

    • Working knowledge of various computer software applications in a Windows environment.
    • Excellent verbal and written communication skills.
    • Working knowledge of regulatory guidelines and accreditation standards.
    • Assists with all aspects of the day-to-day activities for PBX Operations. Operates and instructs staff in the proper use of telecom equipment.


    This position has a hiring range of $58,656 - $98,384

     


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