Senior Manager, Guest Services - 140619

The Guest Services team supports patients, families, and visitors by providing information, wayfinding assistance, and hospitality-focused service that helps create a welcoming and seamless experience throughout UC San Diego Health.

Reporting to the Director of Experience Operations, the Senior Manager, Guest Services is responsible for the daily operations of the Guest Services program across UC San Diego Health's three hospital campuses. This position oversees staffing, service delivery, and team performance to ensure a consistent and welcoming experience for patients, families, visitors, and team members.

The Senior Manager leads Guest Services team members, supports departmental initiatives, and collaborates with leaders across the organization to promote a welcoming and supportive environment. The role is responsible for ensuring patients, families, visitors, and team members receive information, guidance, assistance, and hospitality-focused service throughout their experience at UC San Diego Health.

• Oversee the daily operations of the Guest Services program across UC San Diego Health's three hospital campuses, ensuring consistent service delivery, staffing coverage, and operational support.

• Supervise, coach, and mentor Guest Services team members.

• Develop team member schedules and ensure adequate staffing to meet operational needs.

• Recommend staffing changes based on operational needs; manage the recruitment, selection, and onboarding process to ensure new hires meet departmental standards; maintain accurate job descriptions; conduct performance evaluations; and establish development goals for team members.

• Ensure compliance with applicable Collective Bargaining Agreements, organizational policies, and employment practices; collaborate with Labor Relations and Human Resources to address personnel matters, interpret contract provisions, and support employee relations activities.

• Monitor daily operations and resolve issues that may impact service delivery.

• Identify operational challenges and implement solutions to improve workflows, efficiency, service delivery, and departmental effectiveness.

• Prepare and provide regular program updates, reports, and operational summaries.

• Build and maintain collaborative working relationships with leaders and departments throughout the organization.

• Manage departmental supplies, equipment, and other operational resources.

• Ensure compliance with organizational policies, procedures, and departmental standards.

• Support the implementation of departmental initiatives, projects, and operational changes.

• Bachelor's degree in related area and seven or more years of relevant experience in a healthcare setting, or equivalent combination of experience, education and training

• Broad knowledge of patient experience concepts. Ability to apply knowledge to improve Patient Relations operations. Knowledge of industry trends.

• Current working knowledge of medical center, HR and UC policies and processes. Broad knowledge of relevant federal, state and local laws and regulations. Demonstrated ability to apply policy knowledge to identify risk and suggest improvements to compliance/regulatory issues.

• Leadership skills in employee supervision and HR administration to effectively manage and motivate others. Conflict resolution skills to resolve personnel issues and counsel staff to develop cooperative working relationships.

• Skills to effectively manage multiple priorities in a complex, challenging environment. Demonstrates adaptability and flexibility, anticipates and effectively handles change.

• Ability to organize operations in an efficient and effective manner through improving processes, procedures, and systems.

• Interpersonal skills to collaborate within and across departments to coordinate activities and resolve problems. Interpersonal skills to maintain effective professional relationships with staff, peers, and senior management.

• Proven analytical ability and problem-solving skills to evaluate complex issues and identify options for resolution. Demonstrates sound judgement.

• Strong verbal and written communication skills to effectively communicate through all mediums and with all groups. Demonstrated active listening and ability. Ability to persuade, advise, influence and coach staff.

• Experience working in UC San Diego Health Guest Services role.

• Experience working with EPIC.

• Certification in Lean Six Sigma.

• Experience in public speaking.

• High degree of computer literacy and competence in the use of Microsoft Word, Excel, PowerPoint, Outlook.

• Familiarity with and working knowledge of clinical, professional, and support services departments in fast-paced, hospital environment

• Employment is subject to a criminal background check and pre-employment physical.