Mgr-Customer & Support Svcs

Inspire health. Serve with compassion. Be the difference.

Job Summary

Develops and maintains communication with patients, visitors, families, physicians and their office staff to monitor customer satisfaction. Assists administration in resolving customer problems and/or addressing their suggestions. Provides customer service training to hospital employees. Manages the Operations of the following support departments: Visitor Services, Patient Transport and Volunteer Services. Manages Visitors Services staff. Manages the daily operations of patient transport. Recruits hospital volunteers and directs activities of Volunteer Services. Assists with the development and management of the PFAC program.

Essential Functions

• All team members are expected to be knowledgeable and compliant with Prisma Health's purpose:  Inspire health.  Serve with compassion.  Be the difference.

• Monitors productivity for assigned departments, making recommendations for increased service or performance.  Ensures adequate coverage on all shifts and participates in staffing as necessary.

• Plans, organizes, directs, coordinates and monitors the total volunteer program planning and development including interviewing, selecting, assigning, training and motivating volunteers.

• Develops and maintains department goals and objectives and establishes and implements policies and procedures for department operation. Develops and recommends departments budgets and ensures that departments operate within budget. Visits community groups and schools to publicize and recruit for the volunteer program. Develops and maintains relationship with medical staff members and their office staff to assure satisfaction with hospital and staff.

• Tours building daily, noting deficiencies, performing quality assurance audit, interviewing patients and customers, and taking necessary measures to achieve departmental and hospital goals and objectives.  Strives to attain 100% customer satisfaction.

• Manages and directs the Visitor Services Representatives (VSRs) department, including the appropriate scheduling for coverage.

• Supervises Patient Transport personnel and assumes direct responsibility for the daily operations of Patient Transportation which includes selection of staff; scheduling; training/orientation and monitors the work of assigned personnel to evaluate employee performance.

• Responds to routine questions from patients, visitors, community and media representatives relative to the functions and activities of the hospital in order to maintain and foster effective public relations with the patients and the public.

• Participates in the planning and organization of special events, open houses, dedications, displays and tours, developing the appropriate goals and emphasis of such events.

• Develops and maintains community relationships for marketing purposes. Represents department, as necessary, in local community, business and health care functions.

• Manages employee recognition program and assures that employees are aware of their recognition.

• Performs other duties as assigned.

Supervisory/Management Responsibilities

• Job has direct and/or indirect supervision of team members that may include final budget authority, hire/termination authority, performance appraisal responsibility and disciplinary authority. Job will be considered a member of management staff at Prisma Health or affiliate and will have direct reports.

Minimum Requirements

• Education - Bachelor's in Business or related field of study

• Experience - Five (5) years of healthcare, customer service or similar experience

In Lieu Of

• In lieu of the education and experience requirements noted above, an Associate degree and seven (7) years of experience may be considered.

Required Certifications, Registrations, Licenses

• Certified Healthcare Environmental Professional preferred

Knowledge, Skills and Abilities

• Computer skills in word processing

• Knowledge of office equipment

• Mathematical skills

Work Shift

Day (United States of America)

Location

Greer Medical Campus

Facility

Greer Memorial Hospital

Department

Visitor Services

Share your talent with us! Our vision is simple: to transform healthcare for the benefits of the communities we serve. The transformation of healthcare requires talented individuals in every role here at Prisma Health.