Supervisor, Central Transport (Sun - Thur, Evening Shift)

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

Job summary

Tufts Medicine seeks a supervisory Hospitality Services leader to manage patient and customer satisfaction, throughput, and quality standards within Hospital Support Services.

The role directs planning, dispatching, and supervision of all Hospitality activities, ensuring regulatory compliance and staff performance. Strong communication, coaching, and organization are essential.

Qualifications

• High school diploma or equivalent.
• 1 year experience in a call center or supervisory role in a medical setting.
• 3 years experience in a call center or supervisory role in a medical setting.
• Experience in customer service or healthcare hospitality is preferred.

Responsibilities

• Resolve patient, visitor, staff, or employee complaints and propose solutions.
• Coordinate with nursing and Center for Patient Placement for bed throughput.
• Ensure adequate coverage by understanding work assignments and schedules.
• Lead training sessions and retraining as needed per policy.
• Monitor response times and staff productivity to meet standards.
• Maintain positive relationships with staff and promote satisfaction.
• Enforce department policies and address disciplinary needs as required.
• Oversee Hospitality activities ensuring timely task completion and issue follow-up.
• Communicate potential delays or issues with hospital staff.
• Monitor special projects and on-call staff to ensure continuity.
• Maintain phone etiquette and effective listening in all interactions.
• Ensure departmental devices function properly for effective communications.
• Escalate and resolve any facility maintenance or cleaning issues as needed.
• Assist in performance evaluations and provide ratings guidance.

Skills

Call center experience

Supervisory experience

Customer service

Education

High school diploma

Job description

Job Profile SummaryThis role focuses on activities related to the support services functions, such as dietary and food services, environmental services, general facilities, repair and maintenance, parking, sterilization and transportation to ensure all required support activities are completed in a timely manner and meet the organization's quality standards and expectations. In addition, this role focuses on performing the following Environmental Services duties: Researches the environmental effects of activities to develop methods of controlling or minimizing factors contributing to environmental damage and/or improve the effectiveness of restorative activities. An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment. The majority of time is spent in the delivery of support services or activities, typically under supervision. A specialist level role that requires very advanced knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education. Works under limited supervision for non-routine situations and may be responsible for leading daily operations, and trains, delegates and reviews the work of lower level employees, and problems are typically difficult and non-routine but not complex.Job OverviewThis position is responsible for the effective supervision of Hospitality Services which includes but is not limited to the successful management of patient and customer satisfaction, patient flow and throughput improvements, program quality standards, and personnel performance and productivity standards. Responsible for the overall planning, dispatching, organizing, and supervising of all Hospitality Services and activities. Ensures compliance with regulatory agencies and with established policies and procedures.Job DescriptionMinimum Qualifications:1. High school diploma or equivalent.2. One (1) year of experience in a call center environment or supervisory experience in a medical setting.Preferred Qualifications:1. Three (3) years of experience in a call center environment or supervisory experience in a medical setting.Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list. Other duties and responsibilities may be assigned.1. Resolves problems related to patient, visitor, staff or employee complaints; resolves problems regarding service opportunities and recommends and participates in the solution of on-going problems or needs.2. Effectively communicates with nursing and Center for Patient Placement staff to ensure efficient bed throughput and allow appropriate patient access to care.3. Understands all employee work assignments and schedule for adequate coverage.4. Conducts training and retraining, as necessary. Follow recommended training process.5. Continuously monitors response times and associate productivity.6. Maintains effective business relationship with staff. Builds upon and develops employee satisfaction and knowledge.7. Enforces department policies, follow up on daily assignments, and conduct counseling or disciplinary action as needed.8. Oversee the activity of all Hospitality functions, ensuring timely completion of tasks; monitors procedures related to availability and completion task, follows-up on issues related to service and operations.9. Proactively communicates with hospital personnel regarding any potential delays or issues with service requests.10. Monitors special projects and on-call or new employees.11. Exhibits excellent telephone etiquette and listening skills.12. Ensures the proper functionality of al departmental devices to ensure effective communication to and from hospitality team members.13. Ensures all projects, maintenance, or cleaning challenges are communicated effectively for resolution.14. Assists in performing employee performance evaluations and make recommendations on employee performance ratings.16. Effectively monitors tasks and personnel status in accordance to departmental standards of productivity.17. When necessary, completes custodial work assignments.18. Provides functional/operational support to work area as essential personnel during times of emergency, catastrophe, inclement weather, etc.Physical Requirements:1. Must be physically able to lift, lower, push and pull objects up to 50 lbs. unassisted.2. Ability to stand, climb, bend, stoop and crouch for extended periods of time.3. Job requires such physical demands as manual dexterity, eye-hand coordination, good vision, pleasant voice, acute hearing and sitting during work hours.4. Constant glare from overhead lighting reflection off video terminals causing eye irritation.5. Constant telephone contact with general public, Hospital Staff, patients and families.Skills & Abilities:1. Ability to initiate and maintain good customer and co-worker relationships in a team environment.2. Ability to follow oral or written instructions and directions.3. Ability to communicate effectively with both written and verbal skills.4. Attention to detail skills.At Tufts Medicine, we want every individual to feel valued for the skills and experience they bring. Our compensation philosophy is designed to offer fair, competitive pay that attracts, retains, and motivates highly talented individuals, while rewarding the important work you do every day.The base pay ranges reflect the minimum qualifications for the role. Individual offers are determined using a comprehensive approach that considers relevant experience, certifications, education, skills, and internal equity to ensure compensation is fair, consistent, and aligned with our business goals.Beyond base pay, Tufts Medicine provides a comprehensive Total Rewards package that supports your health, financial security, and career growth—one of the many ways we invest in you so you can thrive both at work and outside of it.Pay Range:$51,281.05 - $64,096.04