Guest & Volunteers Services Manager - Carilion New River Valley Medical Center

Consistently deliver the best in customer service and patient care. As a team leader, demonstrate respect, dignity, kindness and empathy in each encounter with patients, families, visitors, and other employees.

• Inspires enthusiasm among staff and volunteers and builds support for volunteer program and supporting customer services. Leads efforts by providing various avenues for learning and gaining information about the organization. Provides various avenues for feedback and program improvement. Pursues opportunities for new programs to enhance CNRV image. Recruits and selects staff who exemplify service.
• Applies key financial concepts and analysis to decision-making. Maintains annual department budget. Develops and implements actionable work plans with measurable outcomes. Continually assesses and reallocates resources to meet demands.
• Holds self and team accountable for maintaining the highest possible standards. Ensures that volunteers and staff are in-serviced on Culture of Excellence principles and organizational policies and procedures. Role models customer service behavior and is accountable for volunteers upholding standards. Teams with department Directors/Managers to assess volunteer need and makes appropriate placements. Builds positive relationships with volunteers through open-door policy, timely communication and follow-up and follow-through. Serves a diverse group of customers (applicants, employees, physicians, colleagues).
• Delivers efficient, consistent and timely services. Recognizes and acts on opportunities for growth and improvement to advance Carilion goals. Uses project management principles to accomplish goals, seeks out appropriate resources and proactively anticipates change. Aligns services with the mission and vision of Carilion. Translates Carilion goals into department-specific objectives and priorities.
• Champion Carilion's mission, vision, and values; comply with the policies and procedures, ethical standards and code of conduct set forth by the company.

Manages department and has responsibility for staff/volunteer selection, counseling and coaching. Communication commonly occurs with persons who have similar or different functions inside or outside the organization. Provides problem-solving, consultation, advising or interpretation services to others. Works with outside vendors to make supply purchases. Accesses, enters and/or updates confidential information as a regular responsibility of the job. Appropriately shares information in performance of job. Financial oversight for service-line or department budget, and championing and implementing cost containment and revenue generation initiatives. Actions/decisions influence revenue generation and expense control. Work is performed in an office and throughout the hospital and involves sitting, standing and walking. In some cases, for long periods of time.

Education: Bachelor's or eight (8) years of equivalent experience

Experience: Minimum of 3-5 years management experience in healthcare environment. Demonstrated experience working with volunteers and/or community service groups. Demonstrated customer service skills and knowledge required.

Other Minimum Qualifications:

Professional demeanor in all areas of the job. Must be cooperative, flexible, tactful, and easy-going with an interest in working with people from a variety of socioeconomic backgrounds. Ability to de-escalate contentious situations and possess an understanding of emotional intelligence. Strong verbal, written, and presentation skills. Effective interpersonal, communication and teamwork skills required. Must be able to handle numerous projects and deadlines simultaneously in fast-paced hospital environment. Computer skills sufficient to meet key objectives of the position. Requires extensive inter and intra-department interaction with staff and the public.

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An organization where innovation happens, collaboration is expected and ideas are valued. A not-for-profit, mission-driven health system built on progress and partnerships. A courageous team that is always learning, never discouraged and forever curious.

Headquartered in Roanoke, Va., you will find a robust system of award winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

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