Guest Experience & Information Desk Manager

RIH Rhode Island Hospital; Rhode Island; On-site; USD 78,000 - 129,000; Full time

Job summary

Brown University Health is seeking a Manager of Guest & Information Services to oversee information desk operations across Rhode Island Hospital and affiliated sites. The role drives consistent service, staff coaching, and confidentiality while aligning with organizational standards.

The manager leads staffing plans, onboarding, and performance improvement, ensuring welcoming and efficient experiences for patients, families, and visitors in a high-volume healthcare setting.

Qualifications

• Bachelor-level or equivalent in a relevant field is not required but preferred.
• Experience leading multiple sites or departments is desired.
• Strong focus on patient- and family-centered service and confidentiality.

Responsibilities

• Recruit, hire, supervise, and evaluate information desk staff across sites.
• Design onboarding and ongoing training to ensure consistent service delivery.
• Oversee daily information desk operations and staff performance.
• Monitor workflow, productivity, and service quality; drive systemwide improvements.

Skills

Leadership

Communication

Interpersonal skills

Multisite management

Customer service

Conflict resolution

Staff coaching

Analytical skills

Office systems

Scheduling tools

Education

High school diploma

Business/Healthcare administration

Tools

Scheduling tools

HRIS systems

Office systems

Job description

Brown University Health is seeking a Manager of Guest & Information Services to oversee information desk operations across Rhode Island Hospital and affiliated sites. The role drives consistent service, staff coaching, and confidentiality while aligning with organizational standards.

The manager leads staffing plans, onboarding, and performance improvement, ensuring welcoming and efficient experiences for patients, families, and visitors in a high-volume healthcare setting.