Assistant Dir, Guest Services

As a community, the University of Rochester is defined by a deep commitment to Meliora - Ever Better. Embedded in that ideal are the values we share: equity, leadership, integrity, openness, respect, and accountability. Together, we will set the highest standards for how we treat each other to ensure our community is welcoming to all and is a place where all can thrive.

Job Location (Full Address):

601 Elmwood Ave, Rochester, New York, United States of America, 14642

Opening:

Worker Subtype:
Regular

Time Type:
Full time

Scheduled Weekly Hours:
40

Department:
500383 Social Work & Pt Fam Svcs-Mgmt

Work Shift:
UR - Day (United States of America)

Range:
UR URG 113

Compensation Range:
$77,216.00 - $115,824.00

The referenced pay range represents the minimum and maximum compensation for this job. Individual annual salaries/hourly rates will be set within the job's compensation range, and will be determined by considering factors including, but not limited to, market data, education, experience, qualifications, expertise of the individual, and internal equity considerations.

Responsibilities:

General Purpose:
Manages and monitors operations and systems for the Guest Services Program. Sets policy and procedure and develops appropriate staff schedules to meet hospital expectations. Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base. Monitors and ensures that all Guest Services functions are completed in an accurate, efficient and customer-focused manner. Oversees all operations and personnel-related matters, including training, compliance and performance evaluations. Will participate in on-call rotation.

ESSENTION FUNCTIONS:

Leadership/Management

• With great latitude and independent judgment, oversees operations and systems of the 24/7 Guest Services Program
• Directs and oversees daily operations of the Guest Services Program
• Exhibits experienced level leadership skills and the ability to set high standards of performance and coach employees to continued success
• Applies operations and related workforce management knowledge and skills to effectively lead the team and support department goals
• Fosters a work environment that is responsive and sensitive to the needs of a diverse staff and customer base
• Serves as direct supervisor to 70 + employees ensuring proper coverage is maintained at all Guest Services posts 24 hours a day, 7 days a week.
• Manages operations to ensure adherence to service level standards and company policies/procedures
• Makes rounds to all ancillary areas (Cancer Center, Patient Discharge Mental Health and Wellness, Eastman Dental, Emergency department, 4-1200, 4-2800, Golisano Children's Hospital) to ensure standards of the department are met
• Collaborates with interdepartmental leadership to resolve questions or concerns. Resolves high level, escalated patient issues, speaking with administrators, physicians, nurses as needed to insure patient needs are met and within scope of service.
• Responds directly to escalated customer service issues, RL solutions and other related concerns with Guest Services team
• Effectively communicates and collaborates with internal and external customers to ensure an integrated approach to service.
• Utilizes good judgment and professionalism to effectively handle and resolve patient, visitor or family complaints; determines when situations warrant escalating to Patient Relations, Public Safety, or senior leaders within the health system.
• Alerts Senior Director to disruptions in automated activities and/or systems that impact service or department's operation such as E-record, Lobby Track.
• Manages the maintenance and safety of equipment including Golf Cart, Electric Wheelchair Mover, Electric Patient Transporter
• Ensures other department systems (Lobby Track, phones, computers, printers etc.) are working properly and necessary tests, maintenance and system backups are completed.
• Maintains operational equipment, signage and related employee tools
• Troubleshoots and resolves departmental computer problems.
• Participates in the after hour on-call rotation to assist staff with problem solving, scheduling needs, sick calls, etc.
• Creates, writes and manages changes in the weekly schedules, makes adjustments to schedules as needed and approves Guest Services team Time off requests
• Effectively utilizes When to Work application and Lobby Track systems to analyze data and resolve issues that affect staffing or visitation concerns
• Completes and authorizes weekly payroll
• Ensures resolution for non-routine paging issues, which may impact or delay patient care and customer service.
• Responds to various customer inquiries for customized requests related to visitation or other visitor related issues
• Performs emergency and disaster protocols/procedures.
• Receives and disseminates accurate, up to date, confidential information about surgical patients and those having procedures. Acts as a resource and family advocate when Family Waiting Room is closed
• Coordinates visitor management and resolves issues with unit leadership and DPS (if required)
• Approves visitation plans for victims of violence and other complex family situations

Human Resources/Administration

• Direct reports: Approximately 50+ total staff
• Reviews, approves and coordinates time off requests and evaluates appropriate coverage to meet service level standards
• Maintain a working knowledge of UR policies and procedures, including state and federal mandates and other employment-related policies such as FMLA, PFL and ADA
• Motivates and supports teams through feedback and communication
• Manages employee performance utilizing performance management tools. Maintains accurate documentation of employee performance.
• Writes and delivers annual performance reviews of all direct reports and provides regular feedback on employee performance
• Ensures staff compliance with mandatory hospital requirements (i.e. annual health updates, mandatories, harassment and discrimination training etc.)
• Authorizes and requests staff access for departmental systems.
• Utilizes expertise to respond to individual needs and follow diverse departmental protocols.
• Provides resources and coaches staff to provide the highest level of customer recovery skills. (IICARE values)
• Creates and executes programs and activities for employee recognition, process improvement and morale
• Provides specific guidance and development support for Ambassador Assistant Manager, Guest Services Education Coordinator and Guest Services assistant manager and shift leads

Quality and Project Management

• Identifies improvement opportunities, researches and implements changes as appropriate to resolve operational issues.
• Oversee and implement short- and long-term service improvement strategies.
• Create opportunities for team growth and employee development
• Recommend and implement operational changes or enhancements to improve productivity and efficiency.
• Attends meetings as an informational operations expert on projects/teams related to operations.
• Maintains expert knowledge of assigned programs, protocols. Promotes positive business relationships with staff in functional areas such as clinical program leaders, DPS, Parking, Transportation etc.
• Maintains operations knowledge to manage and balance the priorities of the department with team, individual needs across various service locations
• Clearly communicates operational, procedural and policy changes to staff
• Manages projects related to process improvement within departments

Training and Onboarding

• Participates in interviews for prospective Guest Services reps.
• Makes final hiring decision on potential new hires
• Ensure that team members obtain the appropriate training and support to best apply their knowledge and skills on the job. Provides team trainers with the skills, knowledge and direction for training of team
• Creates and maintains training materials for golf cart operations and other Guest Services related items
• Acts as supervisor and trainer for Main Lobby and Emergency Department volunteers and THSP student Ambassadors.

Other duties as assigned

QUALIFICATIONS:

• Bachelor's Degree in communication, business administration, human resources or other related field preferred.
• 5 + years leading customer service initiatives and supervising staff or equivalent combination of education and experience required.
• Leadership in a health care setting preferred.
• Ability to communicate effectively with a diverse population and navigate interactions where barriers to communication are present.
• Ability to handle highly stressful and emotional situations professionally and respectfully preferred.
• Multi-lingual abilities preferred.
• Ability to work in a team environment with a diverse group of employees.
• Ability to handle multiple projects and direct a large volume of visitor interactions under pressure preferred.
• Computer skills (Word, Access and Excel) preferred.

EOE Minorities / Females / Protected Veterans / Disabled:

The University of Rochester is committed to fostering, cultivating, and preserving a culture of equity, diversity, and inclusion to advance the University's mission to Learn, Discover, Heal, Create - and Make the World Ever Better. In support of our values and those of our society, the University is committed to not discriminating on the basis of age, color, disability, ethnicity, gender identity or expression, genetic information, marital status, military/veteran status, national origin, race, religion/creed, sex, sexual orientation, citizenship status, or any other status protected by law. This commitment extends to the administration of our policies, admissions, employment, access, and recruitment of candidates from underrepresented populations, veterans, and persons with disabilities consistent with these values and government contractor Affirmative Action obligations.