Guest Services Lead: Patient Experience Champion

St. Jude Children's Research Hospital; Memphis (TN); On-site; USD 29,000 - 50,000; Full time

Job summary

St. Jude Children's Research Hospital in Memphis, TN is seeking a Guest Services Lead Representative to supervise the patient lobby experience, guiding staff and volunteers to deliver a warm, welcoming, and high-quality service for patients, families, guests, and staff.

This full-time role primarily works Monday–Friday, 8:30 am–5:00 pm, with rotating weekends and holidays. You will lead shifts, coordinate staffing, coach teammates, and collaborate with cross-functional teams to ensure smooth

Qualifications

• Minimum of 2 years in a service-oriented environment (healthcare, hospitality, front desk, nonprofit).
• Prior shift lead or supervisory experience in a customer-focused setting preferred.
• Experience training, coaching, or mentoring team members.
• Experience collaborating with cross-functional teams.
• Demonstrated strong performance in prior roles.

Responsibilities

• Provide shift-level leadership and operational support for Guest Services teams.
• Act as operational lead during assigned shifts, escalating issues to the Manager when appropriate.
• Coach, mentor, and model exceptional service behaviors for Guest Services staff.
• Support scheduling and staffing coverage, including coordinating meals, breaks, and coverage for absences.
• Round regularly across all desks, provide coverage as needed, and ensure consistent lobby presence.
• Assist with training, scheduling, and coordinating activities for lobby volunteers.
• Address and resolve patient, family, or guest concerns; elevate complex or critical issues to the Manager as needed.
• Monitor customer inquiries and feedback, identifying trends and supporting staff coaching opportunities.
• Support implementation of new programs, projects, workflows, and procedures.
• Serve as a liaison with internal departments and cross-functional teams to ensure seamless guest services support.
• Track compliance with policies, guidelines, and documentation requirements.
• Monitor inventory levels and address shortages or workflow bottlenecks.
• Track and report operational metrics and observations to the Manager.

Skills

Leadership

Customer service

Shift supervision

Cross-functional collaboration

Education

High school diploma

Associate degree (Hospitality or related)

Job description

St. Jude Children's Research Hospital in Memphis, TN is seeking a Guest Services Lead Representative to supervise the patient lobby experience, guiding staff and volunteers to deliver a warm, welcoming, and high-quality service for patients, families, guests, and staff.

This full-time role primarily works Monday–Friday, 8:30 am–5:00 pm, with rotating weekends and holidays. You will lead shifts, coordinate staffing, coach teammates, and collaborate with cross-functional teams to ensure smooth