Guest Experience Supervisor - Front Desk (Healthcare)

Lifespan; Providence (RI); On-site; USD 48,000 - 79,000; Full time

Job summary

Brown University Health is seeking a Supervisor, Guest and Information Services to oversee information desk operations across assigned site(s). The role ensures consistent service, effective staffing, and a welcoming experience for patients, families, and visitors.

The position provides frontline leadership, coaching, onboarding, and ongoing staff support, including handling escalations and maintaining performance standards. Some evening/weekend coverage may be required.

Qualifications

• High school diploma or equivalent required.
• Additional education in business, healthcare administration, or related field preferred.
• Minimum of one year of progressively responsible experience in customer service, hospitality, or healthcare front-of-house operations.
• Prior supervisory or team lead experience required.
• Strong interpersonal, communication, and customer service skills.
• Ability to lead frontline teams in fast-paced, high-visibility environments.
• Effective problem-solving and conflict resolution skills.
• Working knowledge of scheduling, reporting tools, and standard office systems.

Responsibilities

• Directs, assigns, and oversees daily activities of Information Desk staff.
• Participates in hiring processes and provides recommendations on candidate selection.
• Provides onboarding and ongoing training for staff and volunteers, including customer service, safety, and system tools (e.g., EMR/EPIC as applicable).
• Reinforces standard work, policies, and procedures to ensure consistent execution across all shifts.
• Provides real-time guidance and escalation support for complex or sensitive situations.
• Coaches, mentors, and supports staff to ensure strong performance, engagement, and service excellence.
• Evaluates employee performance and competencies; provides input on merit increases, promotions, and corrective actions.
• Oversees daily frontline operations, ensuring efficient flow of patients, families, and visitors through entry points and lobby areas.
• Ensures accurate wayfinding, adherence to screening protocols, and delivery of a consistent, high-quality first impression.
• Performs Information Desk/Greeter functions as needed to support operations and staffing demands.
• Monitors staffing levels and adjusts assignments to ensure adequate coverage across shifts.
• Develops and manages staff schedules and daily assignments to meet operational needs.
• Monitors attendance, timekeeping, and staffing patterns; addresses variances in alignment with policy.
• Supports contingency planning for coverage gaps and operational disruptions.
• Identifies development needs and supports skill-building for frontline team members.
• Ensures compliance with organizational policies, procedures, and regulatory requirements related to screening and front-of-house operations.
• Reinforces standardized workflows and service expectations across assigned locations.
• Supports audits, quality checks, and continuous improvement efforts.
• Serves as a first-level escalation point for patient, family, and visitor concerns.
• Responds to and resolves service issues in a timely, professional, and service-oriented manner.
• Promotes a welcoming, respectful environment aligned with system values and experience standards.
• Maintains accurate records including schedules, attendance, and operational reports.
• Prepares reports, metrics, and documentation in a timely and accurate manner.
• Assists with maintaining supplies and ensuring readiness of equipment and work areas.

Skills

Interpersonal skills

Communication

Customer service

Team leadership

Scheduling tools

Conflict resolution

Office systems

Problem-solving

Education

High school diploma or equivalent

Business/healthcare administration coursework

Tools

EMR/EPIC

Job description

Brown University Health is seeking a Supervisor, Guest and Information Services to oversee information desk operations across assigned site(s). The role ensures consistent service, effective staffing, and a welcoming experience for patients, families, and visitors.

The position provides frontline leadership, coaching, onboarding, and ongoing staff support, including handling escalations and maintaining performance standards. Some evening/weekend coverage may be required.