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　　Rotating - 08 Hour (United States of America)

　　This is a Stanford Health Care job.

　　A Brief Overview

　　Plans, organizes, directs, and supervises a group of employees in a Guest Services department; participates in the development, implementaion, and evaluation of new and/or improvement patient experience, medical interpretation/translation, and other programs, processes, and initiatives.

　　Supervisor-Guest Services, the first of two levels of management in Guest Services, is responsible for full supervisory duties for a team of six (6) or more Customer Navigators, Interpreter/Translators, or employees in other Guest Services roles in one or more locations, including including establishing priorities and ensuring deadlines are met; planning, assigning, reviewing, and evaluating work; resolving difficult problems; making effective recommendations for personnel actions; and hiring and training staff.

　　The Supervisor-Guest Services reports to and receives general supervision from a second-level Guest Services manager, including (but not limited to), the Manager-Customer Navigator or the Mgr-Interpreter Services. This class differs from the next higher level of Manager in that the latter is responsible for the overall administration, coordination, and day-to-day operation of a major program or functional area within Guest Services, including responsibility for managing employees directly and indirectly through one (1) or more Supervisors who direct the work of teams.

　　Stanford Hospital Guest Services provides personal assistance, support and resources for patients and guests. Complementing the Hospital's renowned medical care, the focus is on our guest's unique needs before, during and after their visit. Guest Services provides a one call resource for patients and families.

　　Locations

　　Stanford Health Care

　　What you will do

　　Supervision:

　　Performs supervisory functions for the assigned program, section or unit by interviewing and recommending the hiring of new staff members; providing or arranging for training for subordinates; planning and assigning work, developing work procedures, establishing work schedules, monitoring work performed by subordinates while in progress and upon completion in order to meet established goals, objectives and target dates, evaluating subordinates' performance; and recommending personnel actions such as promotions, transfers, or disciplinary action to ensure adequate and competent staffing.

　　Management:

　　Assists the Manager and Director by performing and/or leading assigned ongoing administrative responsibilities, projects, and initiatives to enhance the program/function (e.g., Customer Navigation or Interpreter/Translator services) and increase efficiency and effectiveness of service delivery methods and procedures.

　　Staff Development:

　　Audits staff performance and investigates complaints. Coaches staff and addresses performance issues as they arise. Delivers performance evaluations in collaboration with Navigation leadership as appropriate. Develops a training strategy that supports Guest Services Administration’s goals. Reviews the strategy annually and revises as needed. Evaluates the effectiveness of the strategy and its related programs. Develops useful work improvement plans when appropriate.

　　Program Development:

　　Participates in the development and implementation of new programs, operating protocols, and/or communication initiatives related to patient navigation.

　　Program Analysis:

　　Assists in the implementation of changes based on data analysis related to productivity, quality control and desired outcomes. Evaluates the effectiveness of changes based on data analysis and recommends actions. Manages information utilizing appropriate manual or electronic systems. Monitors the environment to discover changes that impact current and future training.

　　Leadership:

　　Participates in the development and implementation of performance improvement and patient experience initiatives as determined by leadership in Guest Services.

　　Other:

　　Performs related and incidental duties as needed or assigned.

　　Education Qualifications

　　Bachelor’s degree from an accredited college or university with a major in management, healthcare administration, business administration, hospitality services, or a related field preferredExperience Qualifications

　　Three (3) years of progressively responsible and directly-related work experienceRequired Knowledge, Skills and Abilities

　　Knowledge of principles, practices, standards, and current trends in customer service

　　Knowledge and thorough understanding of patient navigator or medical interpreter/translator principles, practices, and models/systems as well as roles and responsibilities of patient navigators or medical interpreter/translators, depending on the area of assignment

　　Knowledge of the principles and practices of supervision

　　Knowledge of contact center workflows

　　Knowledge of and proficiency in the use of the Microsoft Office Suite of applications as well as ability to quickly become proficient in using such software applications as EPIC CRM, AVAYA, CiCare, and iGreenTree

　　Ability to supervise, motivate, train, coach, mentor, and objectively evaluate employees; resolve personnel and disciplinary problems

　　Ability to resolve personnel and disciplinary problems

　　Ability to demonstrate customer services and navigation skills in interactions with patients, familes, physicians, nurses, and other staff

　　Ability to conduct a needs assessment and develop criteria and evaluate services for effectiveness and efficiency

　　Ability to adjust communication to fit the needs and level of understanding of the receiver

　　Ability to foster effective working relationships and build consensus with other departments and external vendors

　　Ability to present to large audiences

　　Licenses and Certifications

　　NoneThese principles apply to ALL employees:

　　SHC Commitment to Providing an Exceptional Patient & Family Experience

　　Stanford Health Care sets a high standard for delivering value and an exceptional experience for our patients and families. Candidates for employment and existing employees must adopt and execute C-I-CARE standards for all of patients, families and towards each other. C-I-CARE is the foundation of Stanford’s patient-experience and represents a framework for patient-centered interactions. Simply put, we do what it takes to enable and empower patients and families to focus on health, healing and recovery.

　　You will do this by executing against our three experience pillars, from the patient and family’s perspective:

　　Know Me: Anticipate my needs and status to deliver effective care

　　Show Me the Way: Guide and prompt my actions to arrive at better outcomes and better health

　　Coordinate for Me: Own the complexity of my care through coordination

　　Equal Opportunity Employer Stanford Health Care (SHC) strongly values diversity and is committed to equal opportunity and non-discrimination in all of its policies and practices, including the area of employment. Accordingly, SHC does not discriminate against any person on the basis of race, color, sex, sexual orientation or gender identity and/or expression, religion, age, national or ethnic origin, political beliefs, marital status, medical condition, genetic information, veteran status, or disability, or the perception of any of the above. People of all genders, members of all racial and ethnic groups, people with disabilities, and veterans are encouraged to apply. Qualified applicants with criminal convictions will be considered after an individualized assessment of the conviction and the job requirements.

　　Base Pay Scale: Generally starting at $43.30 - $56.30 per hour

　　The salary of the finalist selected for this role will be set based on a variety of factors, including but not limited to, internal equity, experience, education, specialty and training. This pay scale is not a promise of a particular wage.

　　At Stanford Health Care, we seek to provide patients with the very best in diagnosis and treatment, with outstanding quality, compassion and coordination. With an unmatched track record of scientific discovery, technological innovation and translational medicine, Stanford Medicine physicians are pioneering leading edge therapies today that will change the way health care is delivered tomorrow.

　　As part of our spirit of discovery, we also leverage our deep relationships with luminary Silicon Valley companies to develop new ways to deliver preeminent patient care.

　　Learn about our awards (https://stanfordhealthcare.org/about-us/awards.html) and significant events (https://stanfordhealthcare.org/about-us/our-history.html) .