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DIR, GUEST SERVICES
Job Title: DIR, GUEST SERVICES
Job Code: 5338
FLSA: E
Job Level: G2
Revised Date: 08/01/2020
Supervisory Responsibility: Yes
General Description of the Job Class
Oversee, plan, direct and coordinate all activities of Service Excellence. These areas may include but not limited to: Patient and Visitor Relations, Volunteer Services, Chaplin Services, Patient Experience, Junior Volunteer Program, Community Relations and Interpretive Services. Additionally, this role will provide leadership to entity specific Service Excellence programs such as Arts and Healing and Project Search.
Duties and Responsibilities of this Level
Strategic Leadership
Plan, direct and coordinate activities of all service excellence activities, including oversight of services provided in these departments that provide clinical and systems support to the patient care areas.
Determine departments' resource needs; prepare and oversee departmental operational and capital budgets and provide monthly variance reports including developing and implementing methods and systems for improving operational efficiency and controlling expenses.
Direct department personnel and recommend personnel actions including hiring, performance management, staff deployment and corrective action.
Develop and implement new Service Excellence programs and/or services according to the organization's priorities.
Oversee compilation, preparation and distribution of appropriate reports and analyses setting forth trends, and appropriate recommendations and conclusions.
Oversee departments' performance improvement activities in accordance with the hospital's Performance Improvement Plan, TJC, and other regulatory agency requirements.
Maintain open communications with representatives of the hospital and health system to ensure services meet required standards and that the hospital's policies, practices and procedures are understood and followed.
Patient Relations
Responsibility of this team includes: managing patient complaints and grievances within regulatory guidelines, advising and facilitation regarding patient experience initiatives.
Develops successful strategic plans to drive patient satisfaction scores.
The Director has an operation component, which involves identifying and resolving safety, security and customer services issues which affect overall hospital security, safety and customer service for the hospital due to this team's role and visibility.
Patient Experience
Strategies include enhancing overall patient experience scores to meet and exceed balanced scorecard goals.
The Director will collaborate with the key stakeholders and Senior Leadership to identify and implement programs, metrics, and an evaluation structure to ensure positive results.
Primary responsible to coordinate and maintain leadership among units/departments to serve as the primary point of contact for patient experience/service excellence.
Responsible with unit directors/managers for the Patient Satisfaction data interpretation and action plans
Volunteer and Auxiliary Services
Provides leadership to and support to lead strategic initiatives to volunteer services that span numerous positions and multiple areas throughout the hospital.
Perform other related duties incidental to the work described herein.
Required Qualifications at this Level
Education
Work requires a BA/BS in Business, Nursing, Social Work, Behavioral Science or related field.
Experience
Four years of patient/health care relations or human service experience including 1 year in management capacity.
Degrees, Licensure, and/or Certification
Patient Experience Certification may be required.
Knowledge, Skills, and Abilities
N/A
Distinguishing Characteristics of this Level
N/A
The intent of this job description is to provide a representative and level of the types of duties and responsibilities that will be required of positions given this title and shall not be construed as a declaration of the total of the specific duties and responsibilities of any particular position. Employees may be directed to perform job-related tasks other than those specifically presented in this description.
Duke University is an Affirmative Action/Equal Opportunity Employer committed to providing employment opportunity without regard to an individual's age, color, disability, gender, gender expression, gender identity, genetic information, national origin, race, religion, sex, sexual orientation, or veteran status.
Duke aspires to create a community built on collaboration, innovation, creativity, and belonging. Our collective success depends on the robust exchange of ideas-an exchange that is best when the rich diversity of our perspectives, backgrounds, and experiences flourishes. To achieve this exchange, it is essential that all members of the community feel secure and welcome, that the contributions of all individuals are respected, and that all voices are heard. All members of our community have a responsibility to uphold these values.
Essential Physical Job Functions
Certain jobs at Duke University and Duke University Health System may include essential job functions that require specific physical and/or mental abilities. Additional information and provision for requests for reasonable accommodation will be provided by each hiring department.
