Supervisor, Children's Ambassadors

Children's Wisconsin; Milwaukee (WI); Sur place; USD 55 000 - 75 000; Plein temps

Résumé du poste

Children’s Wisconsin is seeking a dedicated leader to manage the Ambassador Team, ensuring service excellence and adherence to hospital policies. You will supervise staff, coordinate staffing across shifts, and support patient transport as needed.

Ideal candidates have 2+ years in customer service, healthcare experience preferred, and a bachelor’s degree is a plus. This is a 2nd shift, on-site role with potential weekend coverage as required.

Qualifications

• 2+ years of customer service or related experience.
• Experience in a lead role preferred.
• Experience in a healthcare setting preferred.

Responsabilités

• Supervise Ambassadors and staff scheduling.
• Manage welcome centers and patient transport as needed.
• Coordinate staffing, attendance, and on-call coverage.

Connaissances

Customer service

Leadership

Communication

Interpersonal skills

Healthcare experience

Formation

High School diploma or GED

Bachelor’s degree preferred

Outils

Epic system

Windows software

Description du poste

At Children’s Wisconsin, we believe kids deserve the best.

Children’s Wisconsin is a nationally recognized health system dedicated solely to the health and well-being of children. We provide primary care, specialty care, urgent care, emergency care, community health services, foster and adoption services, child and family counseling, child advocacy services and family resource centers. Our reputation draws patients and families from around the country.

Please follow this link for a closer look at what it’s like to work at Children’s Wisconsin: https://www.instagram.com/lifeatcw/

This is a 2nd shift position, with hours averaging 1p - 9p CST Monday through Friday, with one weekend shift per month. Hours may fluctuate based on the needs of the team and on-site meetings.

Job Summary
Responsible for the day-to-day operations of the Children’s Ambassador Team assuring service excellence and compliance with the established policies and procedures. Coordinates the activities of staff in support of the hospital on all three shifts. May be responsible for covering welcome centers and patient transport duties when needed.

Essential Functions

• Supervises Children’s Ambassadors and evaluates appropriateness of staffing based upon workload and service needs.
• Compiles monthly and daily schedules ensuring appropriate staffing levels, including on-call coverage.
• Documents employee incidents and daily attendance. Coordinates coverage for unexcused absences and is responsible to provide coverage until staffing can be arranged for the next shift. Responsible for maintaining the appropriate staffing levels for all shifts. Communicates significant employee issues to department manager/executive director including attendance problems, violation of hospital policy, unfinished work assignments, etc.
• Performs human resources responsibilities for staff which includes coaching on performance, completes performance reviews and overall staff morale. Recommends hiring, terminations, compensation changes, promotions and corrective action decisions.
• Reviews and develops ideas for program improvements/changes, making suggestions to manager; and functions as an active member of the department management team, assisting in making department decisions.
• Manages welcome center activity by actively greeting visitors, engaging them before they engage us and transports patients/visitors as needed.
• Identifies needs for staff development and educational activities. Supports development and implementation of training.
• Collaborates with employees from other departments to ensure continuity of service and acts as a resource to unit staff members and employees from other departments in resolving department problems, investigating issues, and involving other members of the management team as appropriate.
• Performs employee rounding with Children’s Ambassadors and assures that all Welcome Centers and transport vehicles are maintained in a neat and orderly manner.
• Participates in department and hospital quality improvement initiatives or hospital-wide committees, as requested by the manager/executive director, representing the entire team and communicating committee efforts to the department.
• Performs people management responsibilities for employees which may include but is not limited to: employee engagement, recruitment, performance management and development

People Management Responsibility

• Performs people management responsibilities for employees which may include but is not limited to: employee engagement, recruitment, performance management and development

Education

• High School graduate or Certificate of General Educational Development (GED) or High School Equivalency Diploma (HSED) Required and
• Bachelor’s Degree Preferred

Experience

• 2+ years of customer service or related experience Required and
• Experience in a lead role Preferred and
• Experience in a healthcare setting Preferred

Knowledge, Skills and Abilities

• Excellent interpersonal and communication skills to interact effectively with interdisciplinary health team members, staff, peers, internal and external customers.
• Demonstrated understanding of the needs of the neonatal, infant, toddler, pre-school, school-age, adolescent and/or adult patient in regard to their growth and development process.
• Strong knowledge of windows-based software and ability to learn IS systems. Uses Epic and other hospital information systems.
• Requires good organizational skills in order to prioritize and meet multiple deadlines.
• Analytical ability to plan and coordinate activities of employees, resolve operational problems and prepare recommendations for department budget.

Licenses and Certifications

• BLS-Basic Life Support Healthcare Provider - American Heart Association/American Red Cross/National Safety Council required

Patient Care Responsibility

• Provides care appropriate to patient population and as described in applicable policies and procedures.

Children’s Wisconsin is an equal opportunity / affirmative action employer. We are committed to creating a diverse and inclusive environment for all employees. We treat everyone with dignity, respect, and fairness. We do not discriminate against any person on the basis of race, color, religion, sex, gender, gender identity and/or expression, sexual orientation, national origin, age, disability, veteran status, or any other status or condition protected by the law.

Certifications/Licenses:

BLS-Basic Life Support Healthcare Provider - American Heart Association/American Red Cross/National Safety Council