Hospitality Services Supervisor: Patient Experience & Flow

Tufts Medical Center, Inc.; United States; On-site; USD 51,000 - 64,000; Full time

Job summary

Tufts Medicine in Massachusetts seeks a Hospitality Services Supervisor to oversee patient and customer satisfaction, patient flow, and program quality standards. This role plans, dispatches, organizes, and supervises all Hospitality Services activities, ensuring compliance with regulatory guidelines.

You will lead daily operations, train staff, monitor performance, and coordinate with nursing and placement teams to maintain high service levels and timely patient access.

Qualifications

• High school diploma or equivalent.
• At least 1 year supervisory experience in a medical setting or call center.
• Three (3) years of supervisory experience preferred.

Responsibilities

• Resolves problems related to patient, visitor, staff or employee complaints; identifies service opportunities and participates in solutions.
• Communicates effectively with nursing and placement staff to ensure efficient bed throughput and access to care.
• Ensures adequate coverage by understanding employee assignments and schedules.
• Conducts training and retraining as needed and follows the training process.
• Monitors response times and associate productivity to maintain quality standards.
• Maintains positive relationships with staff and supports employee satisfaction.
• Enforces department policies and follows up on daily assignments, including counseling or disciplinary actions as needed.
• Oversees all Hospitality functions to ensure timely completion of tasks and resolves issues related to service and operations.
• Communicates potential delays or issues with hospital personnel to ensure timely service.
• Monitors special projects and on-call staff; supports emergency operations when required.
• Demonstrates excellent telephone etiquette and listening skills.
• Ensures proper functionality of departmental devices for effective communication within the team.
• Coordinates maintenance, project, or cleaning tasks and communicates resolutions.
• Assists in employee performance evaluations and provides feedback on performance ratings.
• Monitors tasks and staffing to meet productivity standards.
• When needed, performs custodial duties as part of the team.
• Provides operational support to the work area as essential personnel during emergencies.

Skills

Customer service

Supervisory experience

Communication skills

Team leadership

Education

High school diploma

Job description

Tufts Medicine in Massachusetts seeks a Hospitality Services Supervisor to oversee patient and customer satisfaction, patient flow, and program quality standards. This role plans, dispatches, organizes, and supervises all Hospitality Services activities, ensuring compliance with regulatory guidelines.

You will lead daily operations, train staff, monitor performance, and coordinate with nursing and placement teams to maintain high service levels and timely patient access.