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GENERAL SUMMARY:

Assists operational management in maintaining a high-quality standard by keeping him/her informed on the status of the lobby services areas and by training, supervising, and motivating the lobby attendant personnel to produce high quality patient/visitor outcomes.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

+ The Leader is responsible for adhering to all standards of excellence.

+ Maintains established departmental policies and procedures and objectives.

+ Performs all lobby services/information desk tasks demonstrating service orientation to fellow employees, patients, visitors, and hospital staff.

+ Serves as a go-to leader for the lobby services attendants and refers only complex issues to manager.

The responsibilities of a Leader may vary. The Leader:

+ Performs the duties of Lobby Services Attendant as outlined in the job description.

+ Continuously checks in with Lobby Services Attendants to be sure team members have the tools and support they need and are performing at a high level to complete job requirements.

+ Reports any pertinent information to the Manager of Volunteer/Lobby Services as it occurs.

+ Instills a serviced-minded approach to all tasks performed by lobby services team by demonstrating personal enthusiasm and team spirit.

+ Motivates staff through positive reinforcement and gratitude and recognizes areas of opportunity and provides coaching/training as needed.

+ Assists Manager of Lobby/Volunteer Services by receiving and responding to questions/concerns of lobby services team members and other departments, in relation to lobby services department.

+ Acts as a liaison between lobby services department and other departments.

+ Assists Manager of Lobby/Volunteer Services by helping to schedule and lead regular team huddles.

+ Assists Manager of Lobby/Volunteer Services with interview/selection process for new hires and assists with new hire orientation/training.

+ Strategizes and implements processes to establish best practices for positive patient/visitor outcome.

+ Ensures appropriate daily staff coverage by managing lunch schedules and using personnel efficiently.

+ Reports inefficiencies in staffing levels to Manager of Lobby/Volunteer Services and gives recommendations for changes in schedule structure.

+ Maintains good public relations with all patients, facility, and staff personnel.

+ Assumes responsibility for the quality standard in his/her area.

+ Enhances job-related growth and development through participation in educational programs, in- service meetings, and workshops. Manages schedules and call-offs. Maintains the schedules and timekeeping in Kronos.

+ Performs all other duties as assigned.

EDUCATION/EXPERIENCE REQUIRED:

+ High school graduate or G.E.D. equivalent required.

+ One year of experience at an information desk, customer service or similar role with demonstrated leadership ability required.

+ One year experience as a Henry Ford Health Lobby Services Attendant preferred

Additional Information

+ Organization: Henry Ford West Bloomfield Hospital

+ Department: HFWB Volunteer Service

+ Shift: Variable

+ Union Code: Not Applicable

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.