Manager Guest Services and Volunteers

The Manager Guest Services and Volunteers directs and oversees all guest and volunteer activities, including recruitment, training, and utilization of guest information representatives and volunteers, with a focus on improving overall organizational priorities and enhancing guests' experiences. This position works with organizational leadership to develop and evaluate a strategic plan that meets the needs of patients, guests, and Cone Health leaders. This role supports ARMC and Annie Penn hosptals. The schedule for this position is Monday-Friday, 8:00am-5:00pm

• Leads a robust recruitment program for adult, student, and teen volunteers in order to ensure a steady influx of dedicated volunteers to support hospital operations and enhance the guest experience.
• Interviews, selects, trains, and places individuals into a variety of volunteer roles, ensuring they meet all regulatory requirements, including background checks and health screens, to ensure a safe and qualified volunteer workforce.
• Implements policies and procedures for the training and supervision of volunteers, including accountability for iCARE Commitments, and coaches volunteers to deliver outstanding service to guests, promoting a culture of exceptional patient and guest care.
• Oversees and directs volunteer services to supplement the activities of hospital staff by building strong relationships with hospital leaders and identifying needs and opportunities for volunteer services within various departments.
• Supervises and evaluates the performance of all volunteer-service programs by analyzing statistical records and reports and ensuring compliance with regulatory guidelines and organizational policies to maintain a high standard of volunteer program quality and effectiveness.
• Oversees the daily activities of the Guest Information Representatives; evaluates priorities and adjusts schedules/assignments to ensure proper coverage; reviews, investigates, and manages issues with visitation and initiates corrective action as needed; and provides orientation, training, and ongoing development of Guest Information Representatives
• Performs other duties as assigned.