Location: METROHEALTH MEDICAL CENTER

Biweekly Hours: 80.00

Shift: Weekdays 8a-4:30p

The MetroHealth System is redefining health care by going beyond medical treatment to improve the foundations of community health and well-being: affordable housing, a cleaner environment, economic opportunity and access to fresh food, convenient transportation, legal help and other services. The system strives to become as good at preventing disease as it is at treating it. Founded in 1837, Cuyahoga County’s safety-net health system operates four hospitals, four emergency departments and more than 20 health centers.

Summary: 

Manages the administrative operations of the Guest Services team to ensure efficiency, quality service, customer satisfaction and cost effectiveness. Plans, coordinates, implements, and evaluates strategies for guest services to support a safe and effective visitor management program. Ensures guest services team competencies and performance standards, including training, hiring, professional development, timekeeping, etc.. Serves as a resource person (i.e. super user) for computer hardware and software systems (e.g. HID Safe, Epic, etc.). Monitors and reconciles budget. Oversees all scheduling functions to ensure adequate staffing levels are maintained during designated visitor hours. Upholds the mission, vision, values, and customer service standards of The MetroHealth System.

Qualifications:

Required:
Bachelor’s Degree or any equivalent combination of education, training, and experience in addition to the experience stated below.
Three years progressively responsible experience in a customer service environment.
Excellent written, verbal, and interpersonal communication skills.
Strong problem solving, organizational, and critical thinking skills.
Strong customer service orientation.
Proficient in the use of the Microsoft Office Suite of products, including Word and Excel.
Ability to multi-task and prioritize work in a fast-paced environment.
Demonstrated success in building positive relationships with colleagues, volunteers, and staff.
Ability to interact effectively with a wide range of cultural, ethnic, racial, and socioeconomic backgrounds.

Preferred:
Healthcare experience preferred.
Supervisory experience, preferably in a customer service environment.
Ability to speak Spanish a plus.

Physical Demands:
May sit, stand, stoop, bend and ambulate intermittently during the day.
May need to sit or stand for extended periods
See in the normal visual range with or without correction.
Hear in the normal audio range with or without correction.
Finger dexterity to operate office equipment required.
May need to lift up to twenty-five (25) pounds on occasion.
Ability to communicate in face-to-face, phone, email, and other communications.
Ability to see computer monitor and department documents.
Exposure to communicable diseases or body fluids.