Director, Guest Services

Organization Patient Service and Access Job Summary This is a Director position over Guest Services and has two manager reports along with staff of over 80 rolling up to it. They have responsibility for both Inpatient (Adult, Peds and Behavioral Health) as well as Ambulatory locations. They provide overall leadership for a unit or department by developing goals, objectives, policies and procedures; supervising, coordinating, and evaluating the activities; preparing operating and capital expenditure budgets; and performing personnel administration functions. Provide overall leadership for a unit or department by developing goals, objectives, policies and procedures; supervising, coordinating, and evaluating the activities; preparing operating and capital expenditure budgets; and performing personnel administration functions. Key Responsibilities Develop goals and objectives for the department based on interpretation of institutional policy and goals. Plan to achieve goals or establish priorities. Help department understand, share and support the vision. Initiate changes in or develop new policies, procedures and/or methods. Analyze long-range impact of decisions and plans. Ensure the most effective operations of the department through program development, process improvement and coordination/integration of processes with other departments. Design, implement, evaluate and market programs to maximize clinical outcomes, functional status, patient/customer satisfaction and reimbursement. Standardize services, processes, resources, and practice to improve efficiency. Supervision to include responsibility for planning, coordinating, and controlling the work and procedures; provide advice/consultation to staff regarding problems. Adjust work schedules or project priorities to meet emergencies or changing conditions. Participate on departmental and/or interdepartmental committees to address problems and facilitate information exchange about programs, problems, etc. Provide information to others (oral or written) to explain/clarify problems, issues or requests. Participate in periodic management meetings to keep top management informed of department problems and concerns. Analyze and evaluate ongoing department programs to identify areas where adjustments/improvements are needed. Develop staffing plans to ensure developmental objectives are being met. Define and achieve financial targets in support of business goals of the institution. Prepare an annual operating budget for a unit or department, including direct labor, material and supplies, services, equipment maintenance and replacement. Present and justify a proposed budget (operating and capital expenditure) to a management review committee. Evaluate organizational functions and structures to best determine the allocation and utilization of resources. Analyze and evaluate budget variance to determine cause. Prepare justification or develop alternatives for cost containment/reduction. Project future budgets based upon analysis of current operations. Create and exceed service standards utilizing key service dimension and from knowledge of patient/customer expectations and best practice. Establish service standards for the department and determine if service standards are compatible with financial targets. Ensure that the service standards are met or exceeded by utilizing customer satisfaction, best practices and market information to improve customer service and satisfaction. Create an organizational culture (both within and across departments) that provides a safe, satisfying and enriching environment for employees and provides a qualified, competent staff to meet patient needs. Provide leadership to promulgate the mission and the values of the institution to the department. Model behavior consistent with the mission, vision, and values of the enterprise through leading, coordinating projects, innovation, initiating improvement, and developing new programs. Demonstrate a leadership style that is facilitative and collaborative. Communicate within and across departments to maximize effectiveness, efficiently and information sharing. Ensures all Human Resource and VUMC policies and procedures are followed according to standards. Define the qualifications and performance expectations for all staff positions through the Performance Development system, including department specific job descriptions, measurable performance standards. Create an environment that encourages and supports self-development and learning for all staff through regular feedback, by assuring the development of staff through orientation, training programs, work experiences and assessing competencies by meeting the performance expectations stated in his or her job description in a timely manner (normally annually). Identify, establish and evaluate quality assurance standards, programs, and procedures within department. Establish and evaluate standards of performance to ensure safe, effective, and efficient operation of the department. Ensure that standards are met within area of responsibility to assure clinical enterprise accreditation/licensure. Technical Capabilities Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more. Core Accountabilities Organizational Impact: Implements strategies for a sub function with direct impact to the function results. Problem Solving/ Complexity of work: Resolves highly complex business issues that are often unprecedented that have immediate impact on own sub-function or entity and wider implications to the organization. Breadth of Knowledge: Applies expertise within professional/technical area and uses advanced business knowledge to develop objectives. Team Interaction: Leads a sub-function serving the organization at large or across one or more entity(s). Core Capabilities Supporting Colleagues Develops Self and Others: Acts upon constructive feedback from all levels of the organization and initiates strategies to develop talent in others. Builds and Maintains Relationships: Leverages relationships and insight to forecast potential future needs and influence delivery of work to exceed expectations. Communicates Effectively: Anticipates difference audience concerns, styles and finds mutually beneficial solutions across conflicting and sensitive issues. Delivering Excellent Services Serves Others with Compassion: Demonstrates in-depth knowledge of broad-based issues and considers the interests of others to improve satisfaction of services. Solves Complex Problems: Critically evaluates complex information and identifies trends/risks to make recommendations to improve processes across areas. Offers Meaningful Advice and Support: Provides ongoing feedback and development discussions to motivate and support team members to maximize performance. Ensuring High Quality Performs Excellent Work: Anticipates problems or obstacles which may interfere with quality standards and develops plans to ensure area's quality standards are met. Ensures Continuous Improvement: Routinely draws upon valuable learning from others, past experiences, and new information to determine key opportunities. Fulfills Safety and Regulatory Requirements: Develops appropriate corrective actions for unsafe environments in order to ensure operational and safety compliance. Managing Resources Effectively Demonstrates Accountability: Identifies potential obstacles to goal achievement and develops solutions to address those obstacles. Stewards Organizational Resources: Creates the appropriate systems and processes to effectively manage resources. Makes Data Driven Decisions: Applies in-depth knowledge of data to recommend and implement new approaches to improve decision making capabilities. Fostering Innovation Generates New Ideas: Identifies opportunities and leads development of new initiatives that create value across areas. Applies Technology: Creates the energy and drive for self/others to identify and leverage technology in new, innovative ways to drive greater efficiencies. Adapts to Change: Anticipates the change process and clearly communicates impact on others/own team(s), assisting them in embracing the change. Position Qualifications Experience Level: 7 years Education: Bachelor's Work Experience: Relevant Work Experience This role offers the opportunity to make a meaningful impact within Vanderbilt Health, supported by a comprehensive benefits package which may include health, disability, retirement and/or wellness offerings to enhance your well-being and professional growth. Vanderbilt Health is committed to fostering an environment where everyone has the chance to thrive and is committed to the principles of equal opportunity. EOE/Vets/Disabled. #J-18808-Ljbffr Direct Jobs