Supv Information Desk

SUMMARY:

Supervise the activities of Information Desk, Patient Check-In Areas (Fain and Main OR), and Family Liason Services. Responsible for planning, leading, scheduling and assigning work to ensure consistent coverage and performance across all service areas. Provides direction and support to Information Desk staff, Receptionists, and Family Liasons for complex or difficult situations. Perform all functions of the Information Desk Greeter as needed and ensures delivery of an exceptional first impression and welcoming experience for patients, families, visitors, and staff. . In the absence of the Manager, assumes responsibility for these service areas and Volunteer Services.

PRINCIPAL DUTIES AND RESPONSIBILITIES:

Brown University Health employees are expected to embrace the organization's mission anddemonstratethe Ways to WOW in everyday interactions with patients, families, visitors, colleagues, and the community.

In the absence of the Manager assumes responsibility for the Information Desk, Patient Check-In Desks (Fain and Main OR) and Family Liason Services to ensureconsistent coverage and performance , maintain adequate staffing and supplies, and timely response to unusual operational problems.

Supports and assists the Manager to develop and maintain departmental goals and objectives, work plans and methods, organization and staffing, performance standards and competencies.

Ensures that all policies, procedures, and regulations that pertain to all service areas are consistently implemented as written.

Creates schedules and assigns duties to provide appropriate coverage across all service areas.

Evaluates employees' performance and competency on a continuous basis and makes recommendations for merit pay increases, promotions, and other employee relations actions.

Monitors and documents employees' attendance and hours worked.

Interviews employment candidates and makes hiring recommendations to department director.

Prepares reports and statistics in a complete, timely and accurate manner.

Maintains effective and open communication with employees by:

• Coaching staff and assisting staff with difficult tasks.
• Leading and motivating employees to peak team performance.
• Responding to first step appeals.
• Recommending and/or taking corrective action.

Provides training to current and new employees and transport volunteers as scheduled and as needed:

• Safety Management Training
• Delivering Exceptional Customer Service
• EPIC training

Performs any or all the duties of the Information Desk according to the demands of the workload and departmental staffing.

Performs other duties as assigned.

EDUCATION:

Work requires high school education or equivalent with demonstrated interpersonal and customer service skills, as well as the ability to provide instructions, motivate staff, and maintain records.

EXPERIENCE:

Minimum four years of progressively more responsible guest service experience, including proven ability in a supervisory capacity.

Proficiency with computer operations including word processing and spreadsheet software.

SUPERVISORY RESPONSIBILITY:

Supervises approximately 23 employees across full-time, part-time, and per diem roles supporting the Information Desk, Patient Check-In areas (Fain and Main OR) and Family Liaison Services.

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

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Driving Required: