Guest Services Shift Lead - Patient Experience Champion

St Jude Children's Research Hospital; Memphis (TN); On-site; USD 29,000 - 49,000; Full time

Job summary

St. Jude Children's Research Hospital is seeking a Guest Services Lead Representative to ensure a warm, welcoming and high-quality experience for patients, families, guests, and staff in our patient care lobbies.

The role leads the Guest Services team, coaches staff, and coordinates scheduling across desks to maintain a calm, efficient environment. The position is full-time, primarily Monday–Friday, 8:30 am–5:00 pm, with rotating weekends and holidays.

Qualifications

• Minimum 2 years in a service-oriented, customer-focused environment (e.g., healthcare, hospitality, hotel, restaurant, front desk operations, or non-profit).
• Prior shift lead or supervisory experience in a customer-focused setting preferred.
• Experience training, coaching, or mentoring team members.

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; escalation 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.

Skills

Leadership

Customer service

Coaching

Staff coordination

Cross-functional collaboration

Education

High school diploma or equivalent

Associate degree preferred

Job description

St. Jude Children's Research Hospital is seeking a Guest Services Lead Representative to ensure a warm, welcoming and high-quality experience for patients, families, guests, and staff in our patient care lobbies.

The role leads the Guest Services team, coaches staff, and coordinates scheduling across desks to maintain a calm, efficient environment. The position is full-time, primarily Monday–Friday, 8:30 am–5:00 pm, with rotating weekends and holidays.