Guest Experience Supervisor – Information Desk

Brown University Health; Providence (RI); On-site; USD 48,000 - 79,000; Full time

Job summary

The Supervisor, Guest and Information Services at Brown University Health oversees the information desk operations across assigned site(s), ensuring welcoming, high-quality service for patients, families, and visitors. You will lead frontline staff, coordinate scheduling, and support training and escalation as needed.

Based at Rhode Island Hospital in Providence, this role requires strong leadership, scheduling and reporting skills, and a commitment to standard workflows, compliance, and a

Qualifications

• High school diploma or equivalent.
• Education in business, healthcare administration preferred.
• At least 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 and communication skills.
• Ability to lead frontline teams in fast-paced environments.
• Proficient with scheduling, reporting tools, and standard office systems.
• Able to reinforce standards and coach staff to drive day-to-day accountability.

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).
• 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

Leadership

Customer service

Communication

Scheduling

Reporting tools

Problem solving

Conflict resolution

Education

High school diploma

Business/Healthcare admin education preferred

Tools

EMR/EPIC

Job description

The Supervisor, Guest and Information Services at Brown University Health oversees the information desk operations across assigned site(s), ensuring welcoming, high-quality service for patients, families, and visitors. You will lead frontline staff, coordinate scheduling, and support training and escalation as needed.

Based at Rhode Island Hospital in Providence, this role requires strong leadership, scheduling and reporting skills, and a commitment to standard workflows, compliance, and a