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Posted: 03-Nov-24
Location: Waco, Texas
Categories:
Internal Number: 24012957
JOB SUMMARY
Supervises the daily operations and employees of the department. Guides, provides support, acts as a positive role model, and creates an atmosphere of open communication throughout the department.
ESSENTIAL FUNCTIONS OF THE ROLE
- Supervise the daily activities of the concierge team by actively working alongside team on floor.
- Inspire team members to do their best every day.
- Positively influences the patient and family experience with professionalism and compassion at all times.
- Ensures staff is informed of general hospital knowledge and are able to answer inquiries from patients, guests and vendors in a professional manner.
- Ensures courteous, timely response to all customer needs and requests; including surrounding hospital departments.
- Provide supervision to employees and handles HR functions for direct reports as assigned; including scheduling and time and attendance.
- Follow established departmental policies and procedures for the location and educate team when changes occur.
- Makes recommendations for process improvement when needed.
- Serve as an escalation point for complex or complicated issues, complaints or questions presented by staff members, guests or patients of the organization.
- Oversees department orientation and training to assure the skill level and knowledge of all staff assigned.
- Responsible for the training of new hires, audits, and performs annual aptitude reviews.
- Provide feedback regarding department costs (with things such as payroll, equipment maintenance, replacement equipment¨etc) in order to assist with budget compliance.
- Assist with the preventative maintenance of equipment and ensure that immediate action for equipment malfunction is taken when needed.
- Personally greets and ensures staff greets patients and all visitors professionally and by identifying themselves.
- Ensures staff members provide excellent service to all guests and customers.
- Adhere to the methods of security and safety and complies all local, state and federal regulatory requirements.
- May be responsible for assisting with the interviewing, acceptance and orientation of volunteers.
- May provide gift shop support which can include answering questions, answering phone, running register and providing occasional coverage if needed.
- Enhances the volunteer program by establishing positive relationships with adult and college volunteers; assists with program needs as requested by director.
- Performs other position appropriate duties as required in a competent, professional and courteous manner.
KEY SUCCESS FACTORS
- Customer service experience required.
- Supervisory or management experience preferred.
- Knowledge of and experience using various computerized and or radio based communication systems for assignment and dispatch.
- Proficiency with computers in the Microsoft Office suite of software desired.
- Excellent communication and interpersonal skills.
- Ability to de-escalate complicated and intense situations.
- Must be able to adapt to ongoing change.
BENEFITS
Our competitive benefits package includes the following
- Immediate eligibility for health and welfare benefits
- 401(k) savings plan with dollar-for-dollar match up to 5%
- Tuition Reimbursement
- PTO accrual beginning Day 1
Note: Benefits may vary based upon position type and/or level
QUALIFICATIONS
- EDUCATION - H.S. Diploma/GED Equivalent
- EXPERIENCE - 2 Years of Experience
- CERTIFICATION/LICENSE/REGISTRATION -
Basic Life Support (BLS), Heartsaver CPR AED (HSAED): Heartsaver AED or BLS or 30 days of hire.