Sup Hospital Services Rep WMCG - WellStar Health System : Job Details

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)

• 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

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