Manager Guest Services - Full Time

Northwell Health; City of Poughkeepsie (NY); On-site; USD 50,000 - 66,000; Full time

Job summary

Northwell Health in New York's Hudson Valley region is seeking a Manager Guest Services to oversee daily operations of the guest services function, ensuring proper staffing and cost control. The role partners with leaders to drive patient experience and maintains systems for visitation and badging.

The position requires an Associate's degree or higher with 5+ years in direct customer or guest services, plus 1-2 years in supervision and strong MS Office skills.

Qualifications

• Associates degree or equivalent experience required.
• Bachelor's degree or equivalent experience preferred.
• Minimum 5 years in direct customer service or guest services.
• 1-2 years in a supervisor position preferred.
• Strong computer skills: Word, Excel, Outlook.

Responsibilities

• Oversee guest services operation with appropriate staffing and minimal overtime.
• Handle payroll, budgets, and call and code reporting for the department.
• Manage HR aspects to ensure quality service and positive staff relations.
• Coach, monitor, develop, and evaluate staff; conduct regular trainings.
• Maintain and support Northwell phone database and visitor badging systems; coordinate vendor support.
• Assist training of staff, volunteers and contract personnel on dept systems.
• Collaborate with leaders to develop life safety procedures for visitation.
• Maintain department budgets (capital and operating).
• Model Northwell Health values and ensure attendance.
• Perform other duties as required.

Skills

Customer service

Supervision

MS Office

Education

Associates Degree or equivalent experience

Bachelor's Degree or equivalent experience

Tools

Microsoft Word

Excel

Outlook

Job description

Description

Full-Time: Monday-Friday varying start times 8:00am-4:30pm; 7:00am-3:30pm. Including weekends as needed.

Northwellis the largest not-for-profit health system in the Northeast, serving residents of New York and Connecticut with 28 hospitals, more than 1,000 outpatient facilities, 22,000 nurses and over 20,000 physicians. Northwell cares for more than three million people annually in the New York metro area, including Long Island, the Hudson Valley, Connecticut and beyond, thanks to philanthropic support from our communities. Northwell is New York State’s largest private employer with over 104,000 employees — including members ofNorthwell Health Physician Partners— who are working to change health care for the better.

Summary

The Manager Guest Services coordinates and manages the daily operations of assigned departments. Works with direct reports in the development of training, education and implementation of process improvements to promote the importance of the patient experience. Responsible and accountable for managing cost, quality and services provided by the departments.

Responsibilities

• Manages the overall operation of the guest services function ensuring acceptable staffing levels with minimal overtime use.
• Responsible for all department administrative functions for the guest services function including payroll, budgets and call and code reporting.
• Assumes responsibility for human resource management with the departments to achieve quality services and positive employee relations.
• Coach, monitor, develop and evaluate staff. Conduct quality staff meetings, complete staff appraisals on time and consistently updating training materials.
• Maintain and support Northwell computerized phone database and/or visitor badging systems. Coordinate with vendors to maintain functionality of the system(s). Assist in the management of training of all staff, volunteers and contract personnel on department systems and procedures.
• Collaborate with department leaders to develop procedures for life safety codes and visitation.
• Maintain capital and operating budgets for departments under span of control.
• Maintain and Model Northwell Health Values.
• Demonstrates regular, reliable and predictable attendance.
• Performs other duties as required.

Education Skills Experience

• Associates Degree or equivalent experience required
• Bachelors Degree or equivalent experience preferred
• Minimum of 5 years experience in direct customer service or guest services position
• 1-2 years in a supervisor position preferred
• Strong computer skills, Microsoft Word, Excel, and Outlook

Working Conditions

• Manual: Some manual skills/motor coord & finger dexterity
• Occupational: Little or no potential for occupational risk
• Physical Effort: Very Heavy effort. May exert up to 50 lbs. force

Company: Vassar Brothers Medical Center

Org Unit: 1839

Department: Info Desk

Exempt: Yes

Salary Range: $36.53 - $48.08 Hourly