Guest Services Associate Team Lead - Days - The Tampa General Hospital Foundation : Job Details

Job SummaryUnder the general supervision, and following established policies, procedures, and professional guidelines, is responsible to the Manager of Patient Relations and Guest Services for providing world class service to all patients, visitors, physicians, and team members by creating an exceptional experience. This role includes interactions in a timely and professional manner with all. Demonstrates a can do attitude. Represents the hospital to create an exceptional experience by putting the customer first. This team leader operates with strong analytical, communication and conflict resolution skills to assist and/or resolve in real time escalations. Applies a high level of productive communication between the patient/family member and the service team(s) where concerns originate. Facilitates active rounding on all patients utilizing HURON rounding tool. Supports the team with immediate response when requested. Acts as a liaison for department leadership. Recognizes patients and/or their visitors who are at risk for escalation and provides real time intervention with trust recovery skills. Exhibits flexibility in job responsibilities and hours of work. Supports and responds to organizational needs for non-traditional work responsibilities (e.g.: Hurricanes, Mass Casualties, Disasters, Code Black capacity status etc.) Performs Job duties in accordance with mission, vision, and values of Tampa General Hospital.* Associates Degree in Business, Communication, Hospitality, Psychology, or other related field.* Five (5) years of customer facing experience, with a minimum of three (3) years of resolving and/or deescalating customer minor concerns.* An equivalent combination of education and years of experience.