Support Services Supervisor

Boston Medical Center•Brighton, MA

About The Position

Responsible for staffing, scheduling and ensuring back-up coverage for all information desks at Main Lobbies of Building Band D during operating hours. Strives to provide the highest level of customer services to patients, their families and visitors. Keeps staff informed and prepared in their role during declared emergency and/or disaster. Ensures that appropriate policies and procedures are followed in regard to both patient confidentiality and customer service. Assists the Executive Director in the planning and implementation of improvement projects to ensure a high level of customer satisfaction and efficient service delivery from the Information Desk. Position: Support Services Supervisor Department: Communications Schedule: Full Time

Requirements

Associate's degree or equivalent with 1-2 years leadership experience and proven experience (3-5 years) in the field of Customer Service.
Proven experience in managing others.
Needs to be proficient in SDK, Windows, Excel and other word processing software.
Must have excellent interpersonal skills.

Nice To Haves

Fluency in English and a second language preferred.
Fluency in English and a second language preferred.

Responsibilities

Supervises a staff consisting of Receptionists and Operators.
Attends staff meetings and executive meetings as requested in order to be informed about issues affecting hospital operations and patient care.
Assists with staff meetings to ensure Guest Support personnel are aware of hospital policies and procedures.
Ensures 24-hour coverage of Guest Support Services and Operator Services.
Assist with the budget monitoring systems, suggests and employs creative staffing deployment to contribute cost reductions to the operating budget.
Contributes to overall improvement in the department by recommending, designing and implementing operational changes or enhancements that improve effective and efficient delivery of outstanding customer services.
Signs off on time off requests.
Assists the Director in the interview process of new staff by providing assessments, and shadowing new applicants.
Handles all departmental issues regarding Nursing, Public Safety Admitting and Emergency collaborated efforts.
Works with interdepartmental managements teams regarding hospital policies, system changes and patient care.
Oversees and maintains personnel files on all departmental personnel and conducts departmental orientation for new employees.
In conjunction with front-line staff participation, assists in the development and implementation of additional performance standards and expectations which will contribute to enhanced levels of service delivered to customers.
Develops, under the guidance of the Director, processes and procedures to carry out strategies for achieving short and long-term goals.
Recommends changes in policies, processes and procedures in response to operational needs and to ensure continuous quality improvement.
Demonstrates ability to implement problem solving mechanism in routine and emergency situations and initiate and implement changes in systems and procedures as required.
Interprets and enforces Human Resource policies as observed by the Director.
Maintains effective and appropriate staffing as evidenced by ongoing budgetary goals.
Implements performance management program to monitor and recognize performance.
Ensures the completion of all employee performance evaluations in the department and their attendance to mandatory training sessions, including TB compliance, fire and safety training, etc.
Monitors employee turnover, overtime and absenteeism for department and provides justification as requested by the Director.
Maintains an adequate inventory of supplies and equipment as appropriate to meet the demands of the department.
Works with Administrative Coordinator in ordering supplies and/or uniforms.
Recommends solutions to problems using existing resources in compliance with budgetary limitations.
Keeps staff informed and prepared in their role during declared emergency and/or disaster.
Communicates organizational mission, goals, and values to employees.
Investigates and responds appropriately to all complaints and takes effective corrective action when necessary with the assistance of the Public Safety Supervisor
Demonstrates tact, courtesy and positive attitude in communication and interaction with other employees, physicians and patients.
Represents Guests Support Services and the hospital in a positive manner, at all times.
Ensures staff is appropriately trained on all areas of responsibility.
Attends and participates in hospital management courses as scheduled by the Director.
Utilizes hospital's Values as the basis for decision making and to facilitate the division's hospital mission.
Follows established hospital infection control and safety procedures.
Performs other duties as assigned or as needed.