Hospitality Services Supervisor — Patient Flow & Quality

Tufts Medical Center; Boston (MA); On-site; USD 51,000 - 64,000; Full time

Job summary

Tufts Medicine is seeking a Hospitality Services supervisor to oversee patient and customer satisfaction, bed throughput, and program quality standards. You will plan, dispatch, organize, and supervise all Hospitality Services activities to ensure timely completion and regulatory compliance.

The role requires strong supervisory experience in a medical setting, excellent communication, and the ability to train staff, monitor productivity, and maintain service levels across departments.

Qualifications

• High school diploma or equivalent required.
• 1 year of experience in call center or supervisory role in medical setting preferred.

Responsibilities

• Resolve complaints from patients, visitors, staff or employees and identify solutions.
• Coordinate with nursing and placement staff to ensure efficient bed throughput and access to care.
• Confirm work assignments and coverage for the team.
• Plan and conduct training sessions and retraining as needed.
• Monitor response times and staff productivity.
• Maintain positive relationships with staff and support satisfaction initiatives.
• Enforce department policies and address performance as needed.
• Oversee hospitality functions to ensure timely task completion and issue resolution.
• Communicate delays or service issues to hospital personnel promptly.
• Monitor special projects and new staff onboarding or on-call shifts.
• Maintain proper etiquette and professional communication.
• Ensure all departmental devices function for effective team communication.
• Escalate and resolve custodial, maintenance, or cleaning challenges.
• Assist in performing employee performance evaluations and recommend ratings.

Skills

Call center experience

Customer service

Supervisory experience

Communication

Training and development

Scheduling and deployment

Education

High school diploma or equivalent

Job description

Tufts Medicine is seeking a Hospitality Services supervisor to oversee patient and customer satisfaction, bed throughput, and program quality standards. You will plan, dispatch, organize, and supervise all Hospitality Services activities to ensure timely completion and regulatory compliance.

The role requires strong supervisory experience in a medical setting, excellent communication, and the ability to train staff, monitor productivity, and maintain service levels across departments.