Sanford Health is one of the largest and fastest-growing not-for-profit health systems in the United States. We’re proud to offer many development and advancement opportunities to our nearly 50,000 members of the Sanford Family who are dedicated to the work of health and healing across our broad footprint. 

Work Shift:

Day (United States of America)

Scheduled Weekly Hours:

40

Union Position:

No

Department Details

Summary

Oversees the day-to-day workflow operations of Guest Services. Ensures department staffing and workload are correlated appropriately. Acts as a resource for questions, concerns or issues that staff or patrons may have.

Job Description

Demonstrates professional leadership skills and effective working relationships when interacting with the public, as well as with all Sanford staff. Reinforces positive behavior amongst staff to ensure high touch customer service to guest at all times. Maintains a positive and safe work environment for the staff and develops a team approach to optimize workflow, improve customers' satisfaction and reduce errors. Actively participates on service excellence teams and/or committees related to customer service. Serves as a mentor and educator to the department staff, while adhering to Sanford's philosophy, goals and standards of care.

Supervises personnel and coordinates the orientation of new employees to Guest Services. Keeps all personnel files and department records maintained and current. Coordinates work schedules for staff. Executes evaluations, hiring, disciplining and termination of employees when necessary. Maintains computerized hospital calendar for Guest Services. May oversee cost centers and budgeting. Develops and maintains Standard Operating Procedures (SOP) relating to the functions of Guest Services. Complies with other job related responsibilities as may be assigned by Manager or Director of Guest Services.

Enforces the importance of customer service in front line employees at all times. Ensures the staff greets and assists patients, families and visitors in a courteous manner, while responding to guests with empathy and positive interpersonal skills. Directs patients, family members and visitors to various departments, clinics, and other Sanford entities. Acts as a resource for visitors and family inquiring about patient locations. Provides logistical information to patients and visitors about available lodging and area businesses. Assists various hospital departments with special projects. Maintains good working relationships with local pastors. Keeps lobby areas of responsibility in reasonable order.

Applies principles of personnel management to selection, placement and performance of the Guest Service staff. Possess ability to motivate staff to exert necessary effort to attain organizational goals. Displays ability to be perceptive to the needs of patrons and assist them as needed. Demonstrates strong commitment to providing accurate and efficient service with a clear focus. Displays strong interpersonal communication, negotiation and critical thinking skills alongside consistently demonstrating good judgement during unusual circumstances and crisis events. Provides strong understanding while acting as a resource for any computer operations of the Guest Services roles.

Qualifications

Bachelor’s degree preferred.

Minimum of three years’ experience of health care and or service environment experience preferred. Supervisory experience preferred.

Sanford is an EEO/AA Employer M/F/Disability/Vet. 

If you are an individual with a disability and would like to request an accommodation for help with your online application, please call 1-877-673-0854 or send an email to talent@sanfordhealth.org.