Team Lead-Guest Experience Specialist

Job Requirements

Position Summary

The Guest Experience Specialist Team Lead is responsible for supporting the daily activities of the department. This role serves as the primary point of contact for the Guest Experience Specialists. Key responsibilities include scheduling, oversight of daily duties, adherence to policies and procedures, onboarding, and coaching. This position requires strong communication skills and the ability to function in a team environment.

The Team Lead will serve as point of contact for onboarding and ongoing training of Guest Experience Specialists. Work is distinguished by lead responsibilities which includes mentoring and coaching and providing direction and instruction to staff concerning processes necessary to achieve department objectives. The Team Lead will recommend and initiate process improvement.

Minimum Requirements

Education

• High School diploma or equivalency

Experience

• One or more years of experience in a Guest Services department position
• Excellent verbal and written communication skills
• Moderate skills in Microsoft Office suite and ability to learn new computer applications and skills

License/Registration/Certifications

• Valid driver's license and access to a working vehicle

Preferred Requirements

Preferred Education

• Associate or bachelor's degree in business or healthcare related field.

Preferred Experience

• N/A
• Three + years of experience in a Guest Services department position

Core Job Responsibilities

• Aids the Manager, Director, and/or Operations Coordinator with organizing and monitoring the daily operation of the Guest Experience Specialists in the Guest Services department
• On call for unscheduled absences and evenings, holidays, and weekends at different campuses
• Works closely with management to provide efficient operation of department processes to ensure a positive patient experience
• Leads onboarding and ongoing training of Guest Experience Specialists
• Assists with readjustment of staffing needs for adequate department coverage with regards to associates that have unplanned absences
• Performs associate and patient rounding
• Timekeeper responsibilities in UKG
• Must be in good physical condition, have adequate vision in daily work, good hand and eye coordination and manual dexterity
• Must be able to embrace and adapt to an ever-changing work environment while encouraging others to accept the change in a positive manner
• Must be able to withstand many hours of sitting, standing, and walking
• Must be able to independently travel between SRHS campuses including but not limited to SMC Church St., SMC Mary Black, CMC, and UMC
• Ability to function effectively in stressful and demanding situations
• Other responsibilities as assigned