Guest Services Supervisor

The University of Kansas Health System; United States; On-site; USD 42,000 - 65,000; Full time

Job summary

The University of Kansas Health System in Kansas City is seeking a Guest Services Supervisor for days, full-time mid shift at Bell Hospital. You will supervise Information Desk staff and ensure exemplary patient and visitor service across locations.

Responsibilities include scheduling, training, performance management, and daily operations, with emphasis on HIPAA, JCAHO compliance, and patient experience enhancements.

Qualifications

• High School Graduate and 3+ years of experience in information desk/front desk/customer service, preferably in a health care setting.
• Preferred: Bachelor's Degree from an accredited college or university.
• Knowledge of leadership in a customer service environment and compliance with health system policies.

Responsibilities

• Provides daily supervision and coordination of work activities for Information Desk Associates.
• Oversees timekeeping, scheduling, and coverage for staff in assigned areas.
• Participates in interviews and makes recommendations for hiring and promotions.
• Delivers ongoing training to ensure technical competencies and HIPAA/JCAHO compliance.

Job description

Position Title

Guest Services Supervisor Days - Full Time, Mid Shift - Full Time Bell Hospital

Position Summary / Career Interest

This position is accountable for supervision of Guest Services personnel. Responsible for operations of the Information Desks, enhancing customer service for all patients and visitors of multiple locations within the Health System. May be asked to perform Information Desk Associate duties during periods of staffing shortages, or for the purposes of training. SHIFT: 11:30-8PM. M-F

Responsibilities and Essential Job Functions

Skills and duties may vary dependent upon your department or unit.

• Provides daily supervision and coordination of work activities for assigned Information Desk Associates.
• Provides relief coverage in planned or emergent absences of other supervisors and employees as needed or requested.
• Adjusts work assignments for staff as needed to ensure coverage in assigned areas.
• Prepares monthly schedules and oversees timekeeping processes.
• Assists with interviews; make recommendations for hiring, promotions, and transfers.
• Completes initial and ongoing training of employees.
• Cross-trains staff to provide relief coverage for absenteeism.
• Provides ongoing training to assigned personnel to ensure technical competencies are met.
• Reviews Job Descriptions and Performance Appraisals with staff as needed.
• Provides counseling for employees when needed to help formulate plans for improvement.
• Maintains written documentation and evaluates employees as required by Human Resources guidelines.
• Accountable for the overall performance, productivity, and conduct of staff being supervised.
• Completes Performance Appraisals on all assigned staff in a timely fashion.
• Conducts walk-through of assigned areas as needed to review work content for quality and productivity.
• Holds teammates accountable for providing good customer relations.
• Accountable for day-to-day issues, problems or complaints occurring in their areas.
• Meets regularly with department director to discuss area of responsibility.
• Recommends solutions and develops specific short and long range operational goals.
• Manages the daily operations of the Information Desk staff to ensure effective orientation and training.
• Provides on-going training to include compliance with JCAHO regulations, HIPAA regulations, safety training, infection control, confidentiality, legal issues, and hospital policies and practices.
• Initiates new processes that support a more positive patient/visitor experience.

These statements are intended to describe the essential functions of the job and are not intended to be an exhaustive list of all responsibilities.

Skills and duties may vary dependent upon your department or unit.

Other duties may be assigned as required.

Required Education and Experience

High School Graduate 3 or more years of experience as an information desk rep, front desk, reception or customer service environment preferably in a health care setting.

Preferred Education and Experience

Bachelors Degree from an accredited college or university. Previous experience in a healthcare setting.

Knowledge Requirements

Demonstrates leadership and challenging situations in a customer service in a fast-paced environment.

Time Type

Full time

Job Requisition ID: R-57940

Important information for you to know as you apply

The health system is an equal employment opportunity employer. Qualified applicants are considered for employment without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, ancestry, age, disability, veteran status, genetic information, or any other legally-protected status. See also Diversity, Equity & Inclusion. The health system provides reasonable accommodations to qualified individuals with disabilities. If you need to request reasonable accommodations for your disability as you navigate the recruitment process, please let our recruiters know by requesting an Accommodation Request form using this link [e-mail].

Employment with the health system is contingent upon, among other things, agreeing to the health-system-dispute-resolution-program.pdf and signing the agreement to the DRP.

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About The University of Kansas Health System

As part of the region’s premier academic medical center, The University of Kansas Health System in Kansas City is a world-class healthcare provider and destination for complex care and diagnosis. We are driven by our commitment to service, continuous improvement and to the highest degree of excellence. Collaboration between physicians, nurses, researchers, educators and other professionals who share their expertise leads to exciting discoveries and life-changing treatments for the people we serve.