Supervisor-Guest Relations, Volunteers, and Patient Transport

Indiana University Health; Fort Wayne (IN); On-site; USD 60,000 - 80,000; Full time

Job summary

Indiana University Health is seeking a Supervisor for Guest Relations, Volunteers, and Patient Transport in Fort Wayne, Indiana. This onsite role leads guest relations associates and transport staff, ensuring a positive patient and visitor experience through staffing, coaching, and policy-aligned supervision.

The position requires 3–5 years of relevant experience with supervisory responsibilities; a HS diploma is required and a Bachelor's degree is preferred.

Qualifications

• Requires 3-5 years of relevant experience.
• 3-5 years supervisory experience preferred.
• 5 years of professional experience in a hospital or hospitality service focused position is preferred.
• Experience in leadership preferred.
• Bachelors degree in business, public relations, communications, marketing, or related field is preferred.

Responsibilities

• Provide functional guidance and direction in the management of guest relations, volunteers and patient transport to ensure a positive patient/visitor experience.
• Manage guest relations associates and patient transporters, including scheduling, performance appraisals and reviews, monitoring workflows and quality.
• Monitor calls and customer interactions and provide training and coaching in accordance with policies.
• Identify complex or escalated issues and work with staff to resolve.
• Recruit, train and supervise the volunteer program on a daily basis.

Skills

Leadership

Supervisory experience

Customer service

Education

High School Diploma/GED

Bachelor's Degree

Job description

Supervisor-Guest Relations, Volunteers, and Patient Transport

Responsible for providing functional guidance and direction in the management of the guest relations, volunteers, and patient transport departments to ensure a positive patient/visitor experience. Manages the guest relations associates and patient transporters, including scheduling, performance appraisals and reviews, monitoring department workflows, quality and performance, monitoring calls and customer interactions, training and coaching, providing direction, guidance and oversight in accordance with applicable policies and procedures. Responsible for identifying complex, escalated, or unresolved issues and working with the staff for resolution. Will also manage the volunteer program by recruiting, training and providing daily guidance and supervision to volunteers.

This is an onsite position located in Fort Wayne, Indiana.

Key Relationships

Reports to: Director-Support Services

Direct Reports: Yes

Candidate Qualifications

• High School Diploma/GED is required. Bachelor's Degree is preferred.


• Requires 3-5 years of relevant experience.


• 3-5 years supervisory experience preferred.


• 5 years of professional experience in a hospital or hospitality service focused position is preferred.


• Experience in leadership preferred. Bachelors degree in business, public relations, communications, marketing, or related field is preferred.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 15 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

We are an equal opportunity employer. IU Health does not discriminate on the basis of race, color, religion, sex, sexual orientation, age, disability, genetic information, veteran status, national origin, gender identity and/or expression, marital status or any other characteristic protected by federal, state or local law. We will ensure that individuals with disabilities are provided reasonable accommodation to participate in the job application or interview process, to perform essential job functions, and to receive other benefits and privileges of employment. Please contact us to request accommodation.