Guest Services Lead - Patient Experience

Parkland Community Health Plan; Dallas, Northern (TX, KY); Hybrid; USD 25,000 - 39,000; Full time

Job summary

Parkland Health is seeking a Guest Services Lead to supervise and support the Guest Services team at the Main Hospital Building. You will oversee shift operations, staffing, and station assignments to ensure coverage and a positive patient experience.

The role emphasizes leadership, service excellence, and effective communication. You will report to the department director and act as a back-up for shifts during peak times.

Qualifications

• High School diploma or GED preferred.
• Two years as Guest Services or similar with no recent discipline.
• Equivalent experience in guest services or customer-facing roles acceptable.

Responsibilities

• Provide direction and guidance to Guest Services staff.
• Lead, train, and motivate frontline staff to meet goals and standards.
• Assist supervisors with daily operations and staffing schedules for all shifts.
• Accurately track shifts, time, and attendance; report issues to management.
• Handle complaints professionally and perform service recovery as needed.
• Serve as main contact for escalations and emergency notifications.
• Back-up for shifts to ensure continuous, high-quality service.

Skills

Supervisory skills

Decision making

Communication

Organizational skills

Interpersonal skills

Conflict resolution

Service recovery

Staff development

Attendance tracking

Education

High School Diploma or GED

Tools

Microsoft Word

Microsoft Excel

Outlook

Office 365

Job description

Parkland Health is seeking a Guest Services Lead to supervise and support the Guest Services team at the Main Hospital Building. You will oversee shift operations, staffing, and station assignments to ensure coverage and a positive patient experience.

The role emphasizes leadership, service excellence, and effective communication. You will report to the department director and act as a back-up for shifts during peak times.