• Job Description

  Req#: 946210

  Interested in a career with both meaning and growth? Whether your abilities are in direct patient care or one of the many other areas of healthcare administration and support, everyone at Parkland works together to fulfill our mission: the health and well-being of individuals and communities entrusted to our care. By joining Parkland, you become part of a diverse healthcare legacy that’s served our community for more than 125 years. Put your skills to work with us, seek opportunities to learn and join a talented team where patient care is more than a job. It’s our passion.

  Primary Purpose: Directs the overall management of 24/7 Guest Experience operations, which includes Visitor Management, Guest Services, Volunteer Services, and Gift Shop/Auxiliary Programs. Plans organizes and directs and provides strategic oversight for Volunteer Services, Parkland Auxiliary, Gift Shop, Vending, Patient Navigator Program, Parkland Grab & Goenterprise-wide functions, System-wide entrance screening based on protocols, information desks, and visitor management for the main campus, its surrounding buildings, and at selected off-sites clinics, volunteer services, in-kind donations, discounted entertainment tickets, Gift Shop and Grab `n Go store, Vending Services, Non-Clinical Animal Assisted Therapy, Campus Tour, and other various other Guest Services initiatives in order to that may help to provide programs that create positive first-impressions of Parkland Health and demonstrate iCARE values benefit towards patients, visitors, vendors, and employees and the entire Parkland Health & Hospital System population. Serve as the voice of the customers (VOC) and work collaboratively across the enterprise to execute system-wide initiatives while proactively identifying opportunities to enhance the guest experience.

  Minimum Specifications

  Education

  - Four-year degree in applicable field of study. Prefer a Master's Degree in Business Administration, Social Services, or a related field

  - Certification in Healthcare preferred.

  Experience

  - Eight years of experience working in a related environment, to include: A minimum of two years of management experience of a business or social services environment, ideally a non-profit.

  - Must have three years of experience managing a group of over 100 volunteers OR

  - Must have three years of experience managing guest services or customer service with demonstrated experience in improving service.

  - Demonstrated experience in change management for a complex organization of more than 1,000 employees.

  - Quality Management Experience required.

  - Prefer demonstrated experience managing projects cross functionally utilizing members of teams who are not direct reports.

  - Consulting experience preferred.

  Equivalent Education and/or Experience: N/A

  Certification/Registration/Licensure

  - Prefer a Black Belt in Lean Methodology certification.

  - Prefer Certified Patient Experience Professional (CPXP). Required Tests for Placement

  Skills or Special Abilities

  - Oversee the Guest Services, Volunteer Services, and Gift Shop departments across 20 locations.

  - Manage a team of five direct reports including Manager of Volunteer Services, Manager of Auxiliary Services, and Guest Service Supervisors, and provide managerial support for 80+ frontline employees.

  - Lead and continually evaluate the performance of the frontline team members for the Gift Shop and 22 entrance screening operation/visitor management for the main hospital, its surrounding building, and at selected off-sites clinics to ensure accountability for the achievement of organizational goals, regulatory requirements, and excellent customer service.

  - Coach and develop the Guest Experience managers, supervisors, and leads.

  - Make recommendations for disciplinary actions up to and including termination, to ensure maximum utilization of individual and group capabilities and ensures that assigned employees have an opportunity to further their knowledge.

  - Provide administrative management, direct, and plan overall program to ensure a high level of compliance with CDC, CMS, Joint Commission, and internal infection prevention protocols at the hospital front lobby and at all Guest Services operated outpatient clinic entrances and assure excellent guest experience through Guest Services functions including entrance screening and visitor/guest management at the main hospital, surrounding building (WISH, RJA, Moody, and ASC), and selected off-site clinics, informational desks, Ambassadors programs, Volunteer Services, In-Kind Donations, Gift Shop, Vending Services, and Discounted Entertainment Tickets.

  - Recommend, design, and implement new system solutions in the Parkland Guest Services operations in the post-COVID period to include adopting of new technologically sophisticated Visitor Management Software/Kiosks, tracking of visitor census and intended destinations within the hospital, wheelchair services for visitors and pre-admitted patients, including the design and launch of the Guest Ambassador program to assist pre-admit patients and visitors the moment they stepped foot on to the Parkland Health campus.

  - Reinstate the Volunteer Program and provide directions on a variety of volunteer administration activities to ensure strategic alignment, lawfulness, and regulatory compliance. Seek guidance from subject matter experts as necessary.

  - Work with individuals, the Parkland Foundation, corporate donors, community organizations, internal business unit partners, and/or UTSW to identify, create, and manage new and existing volunteer-run programs to support Parkland Health's mission and strategic directions.

  - Partner with Parkland Foundation and internal business units to understand donations demand and ensure appropriate management of in-kind donations, donor engagement, and delivery to pre-identified internal recipients.

  - Identified and analyzed job design, work processes, workflows, customer feedback for the Guest & Volunteer Services, Gift Shop, and Vending Machines and recommend and/or implement appropriate changes to improve effectiveness, productivity, and efficiency that support Parkland's mission & vision.

  - Review and respond to customer complaints and safety posts including performing services recovery, recommending corrective actions, and sharing learned feedback to the appropriate partners.

  - Partner with other business units as needed and serve on assigned committees as assigned including Disaster Management Committees/Business Continuity, Infant Safety Committee, COVID-19 Response Committee, and Business Vulnerability Committee (formerly Building Risk Assessment Committee) serving as the voice of and the advocates for the patients, visitors, and employees from the Guest Experience perspective a cross enterprise initiatives.

  - Collaborated with administration, nursing, physicians, disaster management, safety & quality, facility, legal, institutional risks, OTM, and other business unit leaders on problem investigation, resolution, response, and prevention.

  Responsibilities

  1. Must be able to manage and coordinate effective customer services program

  2. Must be able to effectively negotiate profitable contracts for the benefit of Parkland and the Auxiliary

  3. Must be able to work with outside vendors for a positive revenue stream of income benefitting Parkland and the Auxiliary

  4. Must have the business savvy to generate significant from a variety of sources and strategic ability to direct the Auxiliary in budgeting approximately one million a year.

  5. Must be familiar with community organizations as they relate to volunteer services.

  6. Must be able to effectively communicate, both verbally and in writing.

  7. Must have PC skills, and be able to effectively use word processing, spreadsheet, and database software.

  8. Must be able to demonstrate knowledge and skill in conducting presentations.

  9. Must be able to demonstrate effective organizational, time-management and problem-solving skills.

  10. Must be able to demonstrate effective supervisory skills and techniques.

  Parkland Health and Hospital System prohibits discrimination based on age (40 or over), race, color, religion, sex (including pregnancy), sexual orientation, gender identity, gender expression, genetic information, disability, national origin, marital status, political belief, or veteran status. As part of our commitment to our patients and employees’ wellness, Parkland Health is a tobacco and smoke-free campus.

• About the company

  Parkland Memorial Hospital is a hospital in Dallas, Texas, United States.

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