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Job Description:

This position is responsible for overall operations and day-to-day management of the Guest Services and Destination Services programs to support Primary Children’s Hospital as a destination children’s hospital. The Destination services Manager works in partnership with hospital leader and across multiple departments to ensure the provision of optimal Destination and Guest services for patients and families.

Posting Specifics

**Pay Rate:** Based on Experience

Shift Details:** **Full-Time, Exempt position** **(40 hrs/wk)** **Monday - Friday.

This position may have to do some responding to needs outside of business hours as appropriate (ex. communicating with a hotel partner about a patient stay)

**Department:** Based at Primary Children's Hospital - Salt Lake City campus but will also be supporting the Primary Children's Lehi and Taylorsville campuses

**Additional Details:** Candidates should have prior experience in management, healthcare settings, Epic electronic health record systems, and customer service/patient relations.

The Destination Services Manager position will be helping to transition the Destination Services department to a Hospital Concierge and Guest Services program, piloting and expanding that program across Service Lines in partnership with hospital leadership.

Required** **Qualifications

+ Customer Service experience

+ Project Management experience

+ Experience using dashboards and reporting data.

Preferred Qualifications

+ Bachelor's degree. Education must be obtained through an accredited institution. Degree will be verified

+ Experience working in healthcareoperations and outreach/referral patterns.

Essential** **Functions

+ Develops program direction and defines the scope, strategy, goals, and growth for Destination services based on departmental collaboration and needs assessment.

+ Ensures consistent implementation and execution of applicable services across multiple facilities and service lines working in partnership with hospital administration, physician leadership, service line leadership, and Outreach program to support the provision of optimal customer service for patient, families, visitors, and primary care and referring providers.

+ Responsible for managing staff performance including recruiting and selection, onboarding, training, mentoring, evaluating, and corrective action.Responsible for creating a department culture of shared decision-making, effective communication, readiness to change, mentoring, and continuous professional learning.

+ Accountable for developing and managing budgets. Assures that appropriate resources, supplies, space, equipment and number of staff and volunteers are allocated to meet patient needs.

+ Develops and maintains program materials including wayfinding information, community resources, travel/hotel information, and area attractions.

+ Identifies areas of opportunity to improve efficiency and services for referring providers sending patients to Primary Children's Hospital, working with operational leaders, service line leaders, and hospital administration to make improvements.

+ Develops and regularly reports on metrics that measure Primary Children's Hospital success at serving as a destination children's hospital.

+ Advances program excellence through quality improvement efforts, timely feedback, staff development and continually monitors respected organizations with similar services for best practices.

Skil** **ls

+ Program Leadership

+ Communication

+ Decision Making

+ Multidisciplinary Teamwork

+ Change Management

+ Workforce Development

+ Patient and Family Centered Care

+ Computer Literacy

+ Financial Stewardship

+ Relationship/People Management

Physical Requirements:

Physical Requirements

+ Ongoing need for employee to see and read information, documents, monitors, identify equipment and supplies, and be able to assess customer needs.

+ Frequent interactions with providers, colleagues, customers, patients/clients, and visitors that require employee to verbally communicate as well as hear and understand spoken information, needs, and issues quickly and accurately.

+ Manual dexterity of hands and fingers to manipulate complex and delicate equipment with precision and accuracy. This includes frequent computer use for typing, accessing needed information, etc.

Location:

Intermountain Health Primary Childrens Hospital

Work City:

Salt Lake City

Work State:

Utah

Scheduled Weekly Hours:

40

The hourly range for this position is listed below. Actual hourly rate dependent upon experience.

$33.51 - $51.73

We care about your well-being – mind, body, and spirit – which is why we provide our caregivers a generous benefits package that covers a wide range of programs to foster a sustainable culture of wellness that encompasses living healthy, happy, secure, connected, and engaged.

Learn more about our comprehensive benefits package here (https://intermountainhealthcare.org/careers/benefits) .

Intermountain Health is an equal opportunity employer. Qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, sexual orientation, gender identity, national origin, disability or protected veteran status.

At Intermountain Health, we use the artificial intelligence ("AI") platform, HiredScore to improve your job application experience. HiredScore helps match your skills and experiences to the best jobs for you. While HiredScore assists in reviewing applications, all final decisions are made by Intermountain personnel to ensure fairness. We protect your privacy and follow strict data protection rules. Your information is safe and used only for recruitment. Thank you for considering a career with us and experiencing our AI-enhanced recruitment process.

All positions subject to close without notice.