Supervisor, Children's Ambassadors

Children's Wisconsin; Milwaukee (WI); On-site; USD 52,000 - 78,000; Full time

Job summary

Children's Wisconsin seeks a leader for the Ambassador Team to manage daily operations, ensure service excellence, and coordinate staffing across shifts. The role involves supervising staff, training initiatives, and collaborating with other departments to maintain smooth patient experiences.

The position requires 2+ years in customer service, leadership in a healthcare setting, and a strong mix of interpersonal and organizational skills.

Qualifications

• High School diploma or GED required.
• Bachelor's degree preferred.
• 2+ years of customer service experience required.
• Lead role experience preferred.
• Healthcare setting experience preferred.
• Excellent interpersonal and communication skills.
• Strong organizational and multitasking abilities.
• Familiarity with Epic and hospital information systems.

Responsibilities

• Oversee day-to-day operations of the Children’s Ambassador Team.
• Coordinate staffing and on-call coverage across shifts.
• Greet visitors and transport patients/visitors as needed.
• Coach on performance and conduct performance reviews.
• Collaborate with other departments to ensure continuity of service and resolve department problems.
• Participate in department and hospital quality improvement initiatives.

Skills

Interpersonal skills

Communication

Customer service

Staff supervision

Leadership

Organizational skills

Problem solving

Education

High School diploma or GED

Bachelor's degree preferred

Tools

Epic

Windows OS

Job description

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.

We offer a wide variety of rewarding career opportunities and are seeking individuals dedicated to helping us achieve our vision of the healthiest kids in the country. If you want to work for an organization that makes a difference for children and families, and encourages you to be at your best every day.

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.

• 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 are 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