Sup Hospital Services Rep WMCG

How would you like to work in a place where your contributions and ideas are valued? A place where you can serve with compassion, pursue excellence and honor every voice? At Wellstar, our mission is simple, yet powerful: to enhance the health and well-being of every person we serve. We are proud to have become a shining example of what's possible when the brightest professionals dedicate themselves to making a difference in the healthcare industry, and in people's lives.

Work Shift

Day (United States of America)

Job Summary:

Maintains and supports a fully functioning Hospital Services Representative program (also known as Blue Coat Ambassadors). Continues to perform the duties of a Hospital Services Representative, but also has daily supervisory and administrative responsibilities. Oversees daily interactions and activities with Hospital Services Reps, as well as training, preparing reports, rounding to ensure Hospital Services Reps perform to expected standards and envisioning creative opportunities for growth that supports the patient/family experience.

Core Responsibilities and Essential Functions:

Performs Hospital Services Rep administrative duties. Prepares schedule to ensure Reps desks are appropriately staffed 7 days a week for all designated entrances/areas. Compiles/maintains standard operating procedure manual for continuity/consistency of duties. Oversees recruiting/interview process for new Reps. Works with Admin Specialist to ensure payroll accuracy and to designate needed supplies. Supervises Hospital Services Reps to ensure duties are performed within expectations (appropriate attire, greeting guests, answering phone, providing wayfinding/directions/escorts, wheelchair oversight, hospital accommodations, resources, etc.). Assists Reps with problem-solving and meeting expectations (reports, goals, data tracking, wheelchair roundup, etc.). Rounds on Reps and provides corrective actions as necessary. Supports organization safety protocols (e.g., Modified Family Presence; Guest Badging). Reviews areas to ensure environment is safe and clean. Maintains equipment used for transport/escort and ensures equipment is cleaned between uses. Reports/removes defective equipment and relays service needs as appropriate. Assists Medical Center staff by connecting with Security for handling safety situations. Trains Reps on all aspects of duties (role, PFCC, service excellence, Joint Commission expectations). Encourages Reps to provide personal attention, take responsibility for actions, and embrace teamwork. Identifies team building, educational, and coaching opportunities. Supervises Reps to ensure that appropriate behavior and responsibilities are effectively carried out as expected. Empowers Reps to recognize when guest is not satisfied and encourage Service Recovery opportunities. Displays a positive, welcoming, friendly, caring, attentive, courteous attitude and appropriate behaviors to all guests, external and internal, through personal appearance, eye contact, body language, and behavior. Presents a professional and positive public image and communication style. Performs other duties as assigned Complies with all Wellstar Health System policies, standards of work, and code of conduct.

Required Minimum Education:

• High School Diploma General or GED General

Required Minimum License(s) and Certification(s):

All certifications are required upon hire unless otherwise stated.

• BLS-I - Basic Life Support - Instructor within 90 Days or BLS - Basic Life Support within 90 Days

Additional License(s) and Certification(s):

Required Minimum Experience:

Minimum 5 years experience in concierge or customer service. Required and Minimum 3 years experience in supervisor or management role. Preferred

Required Minimum Skills:

Customer Service skills Ability to train others Microsoft suite Self-motivated, organized, effective communicator

Join us and discover the support to do more meaningful work—and enjoy a more rewarding life. Connect with the most integrated health system in Georgia, and start a future that gives you more.