Assistant Manager, Oncology Guest Service - Orlando Health Institute en Orlando Health

Position Summary
Responsible for the provision of prompt assistance and resolution of customer requests and problems relating to their interactions with
Orlando Health and its affiliates.

Variable during business hours Monday - Friday 9:30 am- 6:00 pm, Flexibility

Essential Functions

• Possesses expert knowledge of all areas of the hospital and utilizes this capability to maintain an effective working rapport with all
  levels of team members.
  
• Responsible for the selection, training and supervision of Guest Services/Volunteer Services staff.
  
• Oversees evaluations and coordination of activities among staff. Coaches and trains staff/volunteers to achieve highest customer
  service expectations.
  
• Monitors the VIP list on daily basis to include visits and quality care adherence.
  
• Enhances professional growth and development through participation in educational programs, current literature, in-service meetings and workshops.
  
• Provides guidance and leadership to department Supervisors to ensure their ability to facilitate and maintain successful teams.
  
• Manages resources effectively within budget.
  
• Facilitates monthly department meetings.
  
• Ensures the implementation of department policies and procedures.
  
• Facilitates staffing and maintains adequate converge of all Guest Services/ Volunteer Services areas
  
• Coordinates constant flow of information to the Guest Services/ Volunteer Services staff including facility updates and procedure
  and policy changes ensuring the team has the most up to date information in order to best serve the guest.
•  Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
  
• Focus on marketing, recruitment and retention for the Volunteer Program
  
• Screens applicants and selects qualified individuals for participation.
  
• Conducts Orientation and specific service training.
  
• Assigns volunteers to service areas,
  
• Supervises and evaluates Volunteers, including visiting them and staff in their assigned unit.
  
• Recommends new programs as well as revisions of existing services and program enhancements, based on evaluation findings.
  
• Assists in maintaining documentation, records, forms and compliance database for volunteer program.
  
• Manages financial resources for volunteer meals, training, recognition, uniforms, etc.
  
• Works closely with all team members to promote volunteer/staff relations.
  
• Works with department heads to determine the need and standards of performance for Volunteer Services in the departments.
  
• Assists with volunteer meetings and events.
  
• Attends meetings related to developing their programs.
  
• Works closely with Volunteer Services team to plan orientation, training and recognition.
  
• Monitors resources and budget expenses.
  
• Works with the Volunteer Services team to maintain a positive work environment for volunteers, making them feel welcome,
  needed and appreciated.
  
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA and other federal, state and local standards.
  
• Maintains compliance with all Orlando Health policies and procedures.
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Other Related Functions

• Works closely with Risk Management and department managers and establishes relationships to assist with issues they may
  receive.
  
• Establishes priorities within the function to ensure efficiency and effectiveness.
  
• Deals directly with large amounts of sensitive and confidential information.
  
• May serve on committees to represent the department.
  
• Ensures the provision of high quality, efficient and cost effective services and their coordination.
• Assists with campus tours on an as needed basis.
  
• Performs other related duties as required to ensure the effective and efficient use of both capital and human resources.

Education/Training
Associate degree in Hospitality Management, Business Administration, Communications, Healthcare Management, or related
field. Two (2) years of directly related work experience may substitute for the associate degree (in addition to the requirements
listed in the Experience section).

Licensure/Certification
None.

Experience
Two (2) years of related experience required.