Manager, Volunteer Services

Responsible for the effective and efficient operations of volunteer services, which includes concierge and welcome desk operations as well as other assigned areas.

Major Responsibilities:

• Develops and implements strategic volunteer roles aimed at enhancing the patient experience for patients and families.
• Oversees the interviewing and placement of new volunteers based on volunteers’ abilities and needs of the facility.
• Collaborates with department managers and service quality manager within the facility to determine potential volunteer needs and to ensure successful implementation of volunteers in those departments.
• Responsible for proper training and competencies according to DNV and AAH policies for all system program volunteers.
• Manages the operations of concierge services in collaboration with welcome desk/screening and volunteers to ensure a positive and seamless patient and visitor experience entering our facilities.
• Effectively resolves and troubleshoots customer issues/concerns with all areas. Recognizes and rapidly responds to any issues/concerns with risk/compliance implications and escalates to appropriate departments appropriately.
• Manages the welcome desk operations of the hospital including screening, visitation guideline management, and other safety measure to ensure all who enter the facility are safe and following proper safety guidelines.
• Ensures excellent patient experience for every person entering the facility through staff training, accountability and listening to patient/visitor feedback via patient surveys.
• Performs human resources responsibilities for staff which include interviewing and selection of new employees, promotions, staff development, performance evaluations, compensation changes, resolution of employee concerns, corrective actions, terminations, and overall employee morale.
• Develops and recommends operating and capital budgets and controls expenditures within approved budget objectives.
• Responsible for understanding and adhering to the organization's Code of Ethical Conduct and for ensuring that personal actions, and the actions of employees supervised, comply with the policies, regulations and laws applicable to the organization's business.

Licensure, Registration, and/or Certification Required:

• None Required.

Education Required:

• Bachelor's Degree (or equivalent knowledge) in Business.

Experience Required:

• Typically requires 5 years of experience in operations or volunteer management and experience with frontline flexible staffing models.

Knowledge, Skills & Abilities Required:

• Excellent customer service skills.
• Has an understanding of healthcare and patient experience
• Strong creative problem solving skills.
• Demonstrated ability to manage multiple priorities
• Has an understanding of and is comfortable with meeting technology including Zoom and Teams.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.