Employment Status: Full time Shift: Day (United States of America) Facility: 4348 Electric Rd - Roanoke Requisition Number: R157970 GUEST SERVICES LEAD (Open) How You’ll Help Transform Healthcare: Will work within the Ambulatory Sites. Tanglewood, CSMOB, Riverside 1, and 3, and Parkview other locations as needed. Assists Manager daily operations of Guest Services desks to ensure quality service. Coordinates Guest Services scheduling for appropriate staffing levels at all desk locations, must be available to fill in on sudden notice in order to cover for staff shortages. Responsible for overseeing day to day activities/operations of the guest services desks and lobby areas. Assists with employee interviews and new hire orientation/training. Conducts facility tours for community members/OB patients. Teams with manager on customer service practice and process improvement. Practices the SERVE-U philosophy. Enforces established hospital and department policies and procedures. Works with manager to update department policies and procedures in timely manner. Serves as staff/volunteer mentor on customer service aspects and process improvement. Builds positive relationships with volunteers who serve in department support roles. Communicates in a timely and appropriate manner. Ensures appropriate staffing coverage for Guest Services desks and assisted parking locations. Teams with manager to interview, select, orient, and train new staff. Provides fill-in coverage when needed for guest services and parking staff. Works with Guest Services and parking assistance team in keeping staging areas clear and maintaining smooth traffic flow in and out of the hospital. Teams with manager on conducting staff meetings. May provide analysis to aid in budget information (i.e. monitoring/reporting on overtime, supply ordering etc.) Identifies process improvement methods for Guest Services and Parking and works with manager for new process implementation. Creates an environment of continuous performance improvement where productivity and results are monitored and actions for improvement are identified. Assists in leading customer service effort by incorporating enhanced approaches when dealing with patients, visitors, customers and role modeling Carilion Clinic Values. Performs Kronos time-keeping entries each pay period. Provides input during the new hire interview process and weighs in on staff performance evaluations. Serves as staff/volunteer mentor on customer service aspects and process improvement. Builds positive relationships with volunteers who serve in department support roles. Communicates in a timely and appropriate manner. What We Require: Education: High school diploma or GED required; Associates Degree in business or related field preferred. Experience: Minimum 3 years of related experience required; demonstrated customer service skills and knowledge desired. Other Minimum Qualifications: Strong verbal, written, and presentation skills. Effective interpersonal, communication and teamwork skills required. Must be able to handle numerous projects and deadlines simultaneously. Computer skills sufficient to meet key objectives of the position. Recruiter: KATHRYN LUSHER Recruiter Email: kjlusher@carilionclinic.org For more information, contact the HR Service Center at 1-800-599-2537. Carilion Clinic is an Equal Opportunity Employer: We provide equal employment opportunities to all employees and applicants without regard to race, color, religion, sex, national origin, age (40 or older), disability, genetic information, or veterans status. Carilion is a Drug-Free Workplace. For more information or for individuals with disabilities needing special assistance with our online application process contact Carilion HR Service Center at 800-599-2537, 8:00 a.m. to 4:30 p.m., Monday through Friday. For more information on E-Verify: https://www.carilionclinic.org/eoe-e-verify-and-right-work-policies Benefits, Pay and Well-being at Carilion Clinic Carilion understands the importance of prioritizing your well-being to help you develop and thrive. That’s why we offer a well-rounded benefits package, and many perks and well-being resources to help you live a happy, healthy life – at work and when you’re away. When you make your tomorrow with us, we’ll enhance your potential to realize the best in yourself. Below are benefits available to you when you join Carilion: Comprehensive Medical, Dental, & Vision Benefits Employer Funded Pension Plan, vested after five years (Voluntary 403B) Paid Time Off (accrued from day one) Onsite fitness studios and discounts to our Carilion Wellness centers Access to our health and wellness app, Virgin Pulse Discounts on childcare Continued education and training In our workplace, we're devoted to the success of our employees. No matter where you are in your career, we will help you continue to learn, grow, and share your knowledge with others. Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. Join an organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, fully dedicated, and forever curious. Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, and multi-specialty physician practices spanning southwestern Virginia. Join us and begin your career in a place where every day is a new adventure of creating the future of health care.