The Guest Services Supervisor at the University of Iowa Health Care is responsible for overseeing the daily operations of Guest Services Concierge operations to ensure exceptional patient and visitor experiences. The Concierge Supervisor will address and resolve guest concerns, facilitate communication between departments, and ensure compliance with policies and procedures. Additionally, the position requires monitoring performance metrics, providing feedback, and fostering a positive work environment. The ideal candidate will possess strong leadership skills, excellent communication abilities, and a commitment to enhancing patient satisfaction. This role is pivotal in creating a welcoming and supportive atmosphere for all guests, contributing to the overall mission of delivering outstanding health care services. This position will be scheduled from 8:00a.m. - 5:00 p.m. Monday-Friday.
Position Responsibilities:
Provide comprehensive support services to clinical and non-clinical departments.
Coordinate and deliver tailored services for patients.
Maintain high level of satisfaction for patients, staff, and visitors.
Supervise the delivery of Concierge Services.
Communicate and collaborate with peers, co-workers, patrons, hospital departments, and external agencies to enhance the delivery of services promptly.
Review and resolve requests and issues from staff, patients, and visitors promptly.
Develop programs, policies, and practices that enhance patient/staff safety, satisfaction, and improve service.
Contribute to a positive work environment for staff, visitors, and all UI Employees.
Delegate work to empower staff to grow professionally and take ownership of their respective areas.
Communicate with staff by rounding to offer support, encouragement, and feedback.
Following, and administering, the Professional Behavioral Standards set forth by the Office of the Patient Experience.
Ability to regularly push, pull, lift, and occasionally bear 100 pounds while performing basic patient transport functions. These actions may be required with patients and equipment in excess of 250 pounds. Extended periods of standing and walking required.
Ability to perform duties outdoors while possibly subjected to inclement weather.
Knowledge of emergency evacuation procedures.
Other duties as assigned.
The new University of Iowa Health Care North Liberty Campus will open in the Spring of 2025. This 469,000 square foot facility will be home to UI Health Care's nationally recognized Orthopedics service line, offering comprehensive, coordinated, and accessible care across the outpatient, inpatient and surgical venues. These state-of-the-art clinical facilities will also include a full-service community imaging center, laboratory services, physical therapy, retail pharmacy, and emergency department as well as an array of support services. The facility has been designed to support a superior patient and staff experience; excellence across our patient care, teaching and research missions; convenient access to services; and engaging community partnerships. UI Health Care is seeking a welcoming, highly-skilled and collaborative workforce to be a part of the opening team for this superb new campus, and to help further our mission of: Changing Medicine. Changing Lives.
Education Requirements
Completion of a Bachelor's degree or equivalent combination of education and experience.
Experience Requirements
Two years of leadership experience
Two years of experience working in a health care environment.
Experience and proficiency with computer software applications (i.e. Microsoft Office Suite - Word, Excel, Outlook, PowerPoint) or comparable programs.
Strong attention to detail and proven ability to gather and analyze data and keep accurate records.
Self-motivated with initiative to seek out additional responsibilities and tasks along with generating suggestions for improving workflow.
Effective verbal and written communication skills, active listening skills and the ability to maintain professionalism while handling difficult situations.
Demonstrate effective problem-solving abilities and meets challenges with resourcefulness.
Demonstrated experience in strategic planning and implementation.
Demonstrated ability to work successfully in a collaborative management environment and to function effectively as a member of a leadership team.
Demonstrated job-related experience with fostering a welcoming and respectful work environment for people from all types of backgrounds.
Ability to establish and sustain effective working relationships and proven effective interpersonal, verbal, and written communications skills.
Valid driver's license and the ability to meet and maintain University Driving Policy standard.
Application Process: Please attach a resume (under submission relevant materials) as part of the application process. Job openings are posted for a minimum of 14 calendar days. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check. Please contact Joseph Beebe at joseph-beebe@uiowa.edu with any questions.
