Guest Services Lead - Guest Services - AM (103)

UAB Medicine; Birmingham (AL); On-site; USD 21,000 - 28,000; Full time

Benefits offered by this job

Educational assistance

Generous paid time off

Employee assistance program

Wellness programs

Paid parental leave

PSLF program eligibility

Job summary

UAB Medicine in Birmingham, AL seeks a Guest Services Leader to support daily operations and ensure top-tier patient and guest experiences across campuses. You will lead, train, and coach staff, coordinate with coordinators, and act as the main point of contact for escalations and communication with leadership.

You will dispatch resources, monitor performance, and uphold UAB Medicine core values while delivering exceptional service under the AIDET framework.

Qualifications

• High school diploma or equivalent and one (1) year of experience in customer service, healthcare or hospitality required.

Responsibilities

• Assist guests and patients, ensuring a positive experience.
• Lead in the absence of coordinators and train staff daily.
• Communicate with leadership and other departments to coordinate operations.

Skills

Customer service

Leadership

Communication

Education

High school diploma or equivalent

Job description

Position Overview

Pay range: $15.00- $20.30 / hour

Shifts: full-time AM and PM, rotating shifts

Benefits and perks available for eligible positions include:

• robust educational assistance programs
• generous paid time off
• employee assistance and wellness programs
• paid parental leave
• qualifying employer for the Public Service Loan Forgiveness (PSLF) Program
• plus more.

Job Description

To assist and execute daily duties as assigned by Guest Services Leadership to ensure operations are effective, efficient and employees are supported in order to provide the best patient or guest experience. This position will be a part of a leadership structure that supports both the Guest Svcs Rep and Patient Transporter positions throughout the medical campuses. To assist the Coordinator positions and supervisor in the department. To ensure compliance with department standards. To consult with the Coordinator for any type of escalated situation or need for heightened attention regarding customer interaction. To take the lead on any questions that employees may have regarding responsibilities, performance, or how to use tools/resources. To be the point person for helping with patients, guests, or other employees. To train and develop employees daily. May coach around behaviors or responsibilities in your assigned area, and consult with leadership if further action is needed. To communicate with employees, colleagues and other departments. To act as the main source of communication to leadership with any events in your area including reporting volume, stats or employee availability.

1. Responsible for activities in your assigned area(s) including employee job performance, attendance, coverage, assisting employees, assisting customers, and communicating with leadership. Refers any specific issues or problems to the coordinator or supervisor. Monitors performance and efficiency in assigned work area(s) by consulting with various systems and or leadership.
2. Dispatches equipment and personnel resources to areas within UAB Medicine according to customer needs and or leadership direction.
3. Assists with various activities such as training, orienting, and providing customer service in accordance with UAB Hospital Core Values.
4. Provides excellent customer service by utilizing AIDET. Proactively offers help by taking ownership of all patients, family, and or employee concerns in their assigned areas.
5. Acts as a key component in communicating dept. policies, news, updates, etc. Directs employees to the appropriate resources or policies to help create an engaged and educated work group.
6. Collects equipment and monitors various department systems/processes.
7. Proactively rounds in assigned areas to ensure customer needs are met. Ensure employees are within compliance and helps ensures a safe environment for our patients.
8. Performs other duties as assigned.

Qualifications

High school diploma or equivalent and one (1) year of experience in customer service, healthcare or hospitality required. Work experience may substitute for education requirement.

Why Work at UAB Medicine

We are UAB Medicine, Alabama’s largest and most comprehensive health system, recognized nationally for delivering world-class patient care, pioneering research, and cutting-edge medical education. We proudly serve more than 1.2 million patients each year - from every county in Alabama, all 50 states, and many countries around the world. Our network spans numerous hospitals, emergency departments, many other sites of care, and a team of over 2,000 physicians. Our key facilities include UAB Hospital - ranked the No. 1 hospital in Alabama by U.S. News & World Report and home to the state’s first ACS-verified Level I adult trauma center and only Magnet-designated hospital - along with UAB Hospital-Callahan Eye and five UAB St. Vincent’s hospitals serving central Alabama.

UAB Medicine offers careers across a wide range of practice environments, from our internationally renowned academic medical center and award-winning community hospitals to our primary and specialty care clinics across the state. Whether you’re seeking the fast-paced learning environment of a tertiary care setting or the close-knit environment of a community facility, there’s a place for you on our team where you can become part of a mission-driven organization committed to delivering life-changing care. With nearly every medical specialty represented and unlimited opportunities for growth, you’ll find the right fit for your skills and career goals. We care for you by offering comprehensive, industry-leading benefit packages to support the individual preferences and circumstances of our diverse staff.