Assistant Director, Guest Services

The Assistant Director, Guest Services, is responsible for developing and implementing programs that align with the University of Iowa Hospitals & Clinics (UIHC) mission, vision, and strategic goals to enhance the patient, family, and guest experience.

Scope Includes, But Is Not Limited To

• Valet Services
• Central Equipment Distribution
• Discharge Lounge
• Patient Transport
• Information Desks
• Concierge Services
• Helen Rossi Guest House Lodging Program
• Lost & Found

This role manages the personnel, operations, and financial aspects of each area within their scope and will be responsible for:

• Administrative oversight including day-to-day operations of Guest Services.
• Implementation of initiatives deemed necessary to achieve service excellence objectives established by the Office of the Patient Experience and executive leadership.
• Leading or assisting with the development and implementation of UI Health Care strategy to achieve a top ten percentile ranking nationally in patient experience.
• Other duties as assigned.
• Role-modeling and influencing service excellence principles throughout UI Health Care.
• Being a change agent for improving the patient experience in all areas within UI Health Care through active participation in an interdisciplinary approach to performance improvement.

The Successful Candidate Will Demonstrate

• Strong advisory and influencing skills, including with senior leadership.
• Ability to create and maintain a culture of teamwork, accountability, and service excellence.
• A strong sense of personal accountability and passion for service quality, patient experience, team member engagement, and continuous improvement.
• Flexibility to work within a fast-changing environment and cope with degrees of ambiguity.
• Ability to successfully prioritize multiple projects and lead people in a fast-paced, high-volume public contact environment.
• Capability to identify problems and opportunities and set goals for service development and improvement.
• Strong group facilitation and conflict management skills and a demonstrated ability to unite individuals around a common goal.
• Ability to complete projects and tasks with a high degree of quality within agreed-upon timelines.
• Ability to design and deliver impactful presentations to broad audiences.
• The ability to think and inspire others to think innovatively around enhancing the patient experience.

Characteristic Duties And Responsibilities

Operational Management

• Represent the department on UI Health Care committees.
• Assure department’s adherence to applicable policies, codes, regulations, and licensing requirements.
• Responsible for developing and establishing departmental vision, mission and operational principles that align with institutional goals.
• Develop, implement, and oversee new strategies that enhance patient experience.
• Collaborate with internal and external stakeholders to support the department’s growth, effective delivery of services, and positive reputation.
• Serve as subject matter expert in area of responsibility.
• Align resources (staffing, equipment, dollars, space, etc.) with operational priorities and strategic goals.
• Maintain statistical records, prepare, and present reports on the activities of the department.
• Oversee contracting of external vendor agreements.

Personnel Management

• Establish consistent and effective communication with staff regarding management, leadership, organizational, and committee priorities and activities.
• Oversee personnel functions in accordance organizational policies and procedures; make decisions regarding recruitment, onboarding, development, and human resource management of staff.
• Maintain a positive workplace environment that promotes a patient-centered culture of accountability, teamwork, continuous improvement, and staff support.
• Hold team members accountable for performance and behavior by articulating expectations, monitoring performance, and providing feedback consistently across areas of responsibility.
• Provide administrative leadership to professional and support staff.
• Oversee recognition programs that enhance team member engagement, satisfaction, and retention.

Financial Management

• Develop and directly oversee departmental operating and project budgets; monitor and control expenditures to ensure effective financial management and stewardship of resources.
• Recommend and review major capital expenditures.
• Review and ensure financial and cash handling policies and procedures are followed.

WE CARE CORE VALUES

• Equity: We dedicate ourselves to equity and fairness.
• Respect: We honor diversity and recognize the worth and dignity of every person.
• Collaboration: We believe teamwork is the best way to work
• Accountability: We behave ethically, act openly and with integrity in all that we do, taking responsibility for our actions.
• Excellence: We strive to achieve excellence in all that we do.
• Welcoming: We strive for an environment where every voice is heard, emphasize regular communication, and seek transparency whenever possible.

SUPERVISION RECEIVED

• This position reports directly to the Director, Office of the Patient Experience.

SUPERVISION EXERCISED

• Functional and administrative supervision is exercised over Guest Services professional and hourly staff.

Required Qualifications

• A Bachelor’s degree in Hospital and Health Administration, Public Health, Business Administration, or a related field with a minimum of 5 years’ related administration or management experience

~ or ~

• Commitment to diversity in the workplace environment.
• Effectively plan and manage operational, project and capital budgets.
• Demonstrated proficiency in Microsoft Office Suite, including Word, Power Point and Excel
• Creating a positive work environment that demonstrates a focus on service excellence as well as staff development and retention.
• A Master’s degree in Hospital and Health Administration, Public Health, Business Administration, or a related field with a minimum of 3 years’ related administration or management experience
• Collaboration including and the ability to work with executive leadership and clinical department staff members.
• Creating reports and analyzing data for the purpose of program or service evaluation and improvement.
• Must be detail oriented, with excellent time management and organizational skills.
• Problem-solving and change management skills with a focus on maintaining and developing relationships and partnerships.
• Written, verbal, and interpersonal communication skills to effectively communicate with diplomacy with all levels of staff and volunteers.
• Demonstrated job related experience and excellence in:

Desired Qualifications

• Previous leadership or work experience within an academic health center.
• Some knowledge of University of Iowa and UI Health Care policies, procedures, and regulations.

Application Process

In order to be considered for an interview, applicants must upload the following documents and mark them as a "Relevant File" to the submission:

• Resume
• Cover Letter

Job openings are posted for a minimum of 14 calendar days and may be removed from posting and filled any time after the original posting period has ended. Successful candidates will be required to self-disclose any conviction history and will be subject to a criminal background check and credential/education verification. Up to 5 references will be requested at a later step in the recruitment process. This position is not eligible for University sponsorship for employment authorization. For additional questions, please contact Joseph Beebe at [email protected].

Additional Information

• Schedule: Full-time
• Classification Title: Support Services Director
• Appointment Type: Professional and Scientific

Compensation

• Starting Salary Minimum: 64,506
• Pay Level: 6A
• Starting Salary Maximum: 139,640

Contact Information

• Contact Email: [email protected]
• Contact Name: Joseph Beebe
• Organization: Healthcare