Emory

  • Supervisor, Guest and Volunteer Services

    Division
    The Emory Clinic
    Campus Location
    Atlanta, GA, 30322
    Campus Location
    US-GA-Atlanta
    Department
    TEC Front Desk & Guest Service
    Job Type
    Regular Full-Time
    Job Number
    27225
    Job Category
    Clerical & Administrative
    Schedule
    8a-5p
    Standard Hours
    40 Hours
  • Description

    JOB DESCRIPTION: Supervises business office operations, typically for a Clinic section. Supervises non-clinical support staff, including but not limited to, front desk, call center, medical secretaries, medical records, precertification coordinators, and referral coordinators. Provides on-going performance feedback, addresses problems, selects, orients and trains employees. Develops and manages to administrative goals and priorities consistent with departmental goals and priorities. Provides direction and leadership to ensure business office activities comply with policies and procedures. Interprets new directives, policies, and procedures and implements/communicates changes to appropriate staff. Interviews and hires for open positions within scope of business operation (under the supervision of leadership). Pro-active involvement in anticipating staffing needs.Responsible for all front desk operations and recognized by other staff, physicians, and patients as the primary staff member accountable for all front desk functions. Maintains a constant focus on front desk operations during normal business hours, including patient flow and staff activity. Responsible for attending (or leading) Daily Huddle in assigned area and using them proactively improve service. Utilize huddles to discuss appropriate Service Standards, National Patient Safety Goals, and Environment of Care with staff . Responsible for reviewing current patient satisfaction data and sharing with staff. Accountable for appropriate process improvement around Press Ganey questions relating to front desk operations. Ensure strict adherence to the 20 TEC Service Standards. Work with individual team members on applicable Service coaching and monitor for improvement. Advocates and successfully implements change within department to improve efficiency/effectiveness of business or customer service; may include participating in or leading process improvement teams related to enhancing the ideal patient experience. Participates in the resolution of operating problems. Leads meetings addressing specific operational issues and develops recommendations and action plans towards their resolution. Serves as partner with other sections and administrative personnel to ensure clinic policies and practices are consistently implemented. Researches and compiles information for reports and presentations. Prepares reports for management as needed. Analyzes data to identify areas of progress and/or trends; draws conclusions and develops recommendations for management consideration. Utilizes reporting tools to analyze and identify opportunities for section improvement. Determines and recommends options for addressing budget issues. Keeps manager informed of account status, authorizes expenditures and identifies cost effective alternatives. Monitors submission of timely,accurate and complete billing information to the business office to ensure maximum reimbursement for clinic services. Coordinates the purchase of medical and office supplies as needed. Establishes and maintains an inventory system to ensure adequate levels of supplies and equipment.

    MINIMUM QUALIFICATIONS: 5 years of related job experience, or bachelor's degree with 3 years of related experience. OR Graduation from the Operations Development Program (ODP). Some jobs in this classification may require 1 year of supervisory experience. Proficient with word processing, spreadsheet, and presentation software applications.

    PHYSICAL REQUIREMENTS: (Light); 11-20 lbs ,0-33% of the workday (occasionally); 01-10 lbs 34-66% of the workday (frequently) Negligible 67-100% of the workday (constantly), Lifting 20 lbs max, Carrying of objects up to 10 lbs, Occasional to frequent standing & walking; Occasional to frequent sitting; close eye work (computers, typing, reading, writing); Physical demands may vary depending on assigned work area and work tasks.

    ENVIRONMENTAL FACTORS: Factors affecting environment conditions may vary depending on the assigned work area and tasks. Environmental exposures include, but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste Chemicals/gases/fumes/vapors Communicable diseases Electrical shock, Floor Surfaces, Hot/Cold Temperatures, Indoor/Outdoor conditions, Latex, Lighting, Patient care/handling injuries, Radiation, Shift work, Travel may be required. Use of personal protective equipment, including respirators, environmental conditions may vary depending on assigned work area and work tasks.

    Additional Details

    Provide operational supervision to guest services team. Manage the TEC volunteer program including recruiting, training, onboarding and deployment of volunteers, program enhancements and expansion, alignment of volunteer program to business needs across PGP practices. Prior experience working with volunteers, hospitality preferred.

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