Job Profile Summary 

​This role focuses on activities related to the support services functions, such as dietary and food services, environmental services, general facilities, repair and maintenance, parking, sterilization and transportation to ensure all required support activities are completed in a timely manner and meet the organization's quality standards and expectations.  In addition, this role focuses on performing the following Environmental Services duties: Researches the environmental effects of activities to develop methods of controlling or minimizing factors contributing to environmental damage and/or improve the effectiveness of restorative activities.  An organizational related support or service (administrative or clerical) role or a role that focuses on support of daily business activities (e.g., technical, clinical, non-clinical) operating in a “hands on” environment.  The majority of time is spent in the delivery of support services or activities, typically under supervision.  A specialist level role that requires very advanced knowledge of operational procedures and tools obtained through extensive work experience and may require vocational or technical education.  Works under limited supervision for non-routine situations and may be responsible for leading daily operations, and trains, delegates and reviews the work of lower level employees, and problems are typically difficult and non-routine but not complex. 

Job Overview 

This position is responsible for the effective supervision of Hospitality Services which includes but is not limited to the successful management of patient and customer satisfaction, patient flow and throughput improvements, program quality standards, and personnel performance and productivity standards. Responsible for the overall planning, dispatching, organizing, and supervising of all Hospitality Services and activities. Ensures compliance with regulatory agencies and with established policies and procedures. 

Job Description 

Minimum Qualifications: 

1. High school diploma or equivalent. 

2. One (1) year of experience in a call center environment or supervisory experience in a medical setting. 

Preferred Qualifications: 

1. Three (3) years of experience in a call center environment or supervisory experience in a medical setting. 

Duties and Responsibilities: The duties and responsibilities listed below are intended to describe the general nature of work and are not intended to be an all-inclusive list.  Other duties and responsibilities may be assigned. 

1. Resolves problems related to patient, visitor, staff or employee complaints; resolves problems regarding service opportunities and recommends and participates in the solution of on-going problems or needs. 

2. Effectively communicates with nursing and Center for Patient Placement staff to ensure efficient bed throughput and allow appropriate patient access to care. 

3. Understands all employee work assignments and schedule for adequate coverage. 

4. Conducts training and retraining, as necessary. Follow recommended training process. 

5. Continuously monitors response times and associate productivity. 

6. Maintains effective business relationship with staff. Builds upon and develops employee satisfaction and knowledge. 

7. Enforces department policies, follow up on daily assignments, and conduct counseling or disciplinary action as needed. 

8. Oversee the activity of all Hospitality functions, ensuring timely completion of tasks; monitors procedures related to availability and completion task, follows-up on issues related to service and operations. 

9. Proactively communicates with hospital personnel regarding any potential delays or issues with service requests. 

10. Monitors special projects and on-call or new employees. 

11. Exhibits excellent telephone etiquette and listening skills. 

12. Ensures the proper functionality of al departmental devices to ensure effective communication to and from hospitality team members. 

13. Ensures all projects, maintenance, or cleaning challenges are communicated effectively for resolution. 

14. Assists in performing employee performance evaluations and make recommendations on employee performance ratings. 

16. Effectively monitors tasks and personnel status in accordance to departmental standards of productivity. 

17. When necessary, completes custodial work assignments. 

18. Provides functional/operational support to work area as essential personnel during times of emergency, catastrophe, inclement weather, etc. 

Physical Requirements:  

1. Must be physically able to lift, lower, push and pull objects up to 50 lbs. unassisted. 

2. Ability to stand, climb, bend, stoop and crouch for extended periods of time. 

3. Job requires such physical demands as manual dexterity, eye-hand coordination, good vision, pleasant voice, acute hearing and sitting during work hours. 

4. Constant glare from overhead lighting reflection off video terminals causing eye irritation. 

5. Constant telephone contact with general public, Hospital Staff, patients and families. 

Skills & Abilities: 

1. Ability to initiate and maintain good customer and co-worker relationships in a team environment. 

2. Ability to follow oral or written instructions and directions. 

3. Ability to communicate effectively with both written and verbal skills. 

4. Attention to detail skills.