Supv, Support Services

Customer Service Leadership

Provides customer service focused leadership by maintaining shift accountability through the supervision of workflow for support services departments including nutrition/environmental services, patient transport, and hospitality technician operations. Assists manager with employee development, education, and disciplinary actions on assigned shifts. Collects, monitors, analyzes, and summarizes data to identify potential process inefficiencies and/or quality assurance issues. Mentors and guides employees in their current role and professional growth, provides consistent and continuous input regarding employee performance. Communicates, collaborates, and acts as a resource to customers, employees, management, and other members of the health care team with regard to any care issues within scope.

Essential functions include assuming shift accountability for supervising the daily activities of team members to ensure consistency with current policies, procedures, protocols, and standards. Makes suggestions for change and provides input into policies, procedures, and goals. Supports the development of the staff schedule to ensure operational needs are met and overtime costs and FTE's are managed through payroll verification. Responsible for interviewing, hiring, and training employees; planning and assigning work; appraising performance; rewarding and disciplining employees; addressing complaints and resolving problems. Acts as a customer advocate by providing ongoing communication with customers, staff, and management regarding service issues. Assists in the development/data collection/analysis/action plan related to area of responsibility.

Qualifications include a required high school diploma or equivalent, preferred associate's degree or equivalent, three years of relevant experience related to service lines that will be managed, two years of relevant experience in leadership, one year of relevant experience in customer service, and certifications such as CRT-Basic Life Support (BLS) - AHA American Heart Association or CRT-Basic Life Support (BLS) - ARC American Red Cross, and CRT-ServSafe Manager - NRA National Restaurant Association.

Physical demands include lifting, pushing, pulling, sitting, standing, walking, forward bending, trunk rotation, squatting, stair climbing, crawling/kneeling, driving, reaching, handling, forceful grip, forceful pinch, and finger/hand dexterity.