Supervisor

Position Summary

The Supervisor assists in leading day-to-day concierge operations with a focus on exceptional service delivery, team development, and cross-departmental collaboration. This role helps to champion a culture of empathy and professionalism, ensuring that nurses receive personalized, non-clinical support to care for patients and families during their hospital stay.

Core Responsibilities:

Leadership & Team Development

• Train and mentor concierge staff to deliver high-quality service with consistency and care (Participate in new hire onboarding process)
• Coach team members to exceed service expectations

Operational Oversight

• Manage day-to-day operations of hospital concierge services across multiple units
• Hold team accountable to standard operating procedures and service protocols to ensure efficiency and compliance
• Actively track service metrics, task completion, and patient satisfaction indicators to identify trends and opportunities
• Coordinate with leadership to review staff performance and required decisions
• Assist team to troubleshoot app issues and rollout system enhancements

Hospital-Wide Coordination

• Maintain strong relationships with clinical, EVS, and administrative departments to streamline service delivery
• Oversee timely fulfillment of patient requests and coordination of non-clinical support services.

Communication, Escalation & Crisis Management

• Serve as the primary point of contact for escalated concerns and service breakdowns, providing timely interventions
• Ensure service documentation and feedback loops are maintained to support accountability and transparency

Cultural & Ethical Integrity

• Promote an inclusive environment that respects all cultural backgrounds and preferences
• Uphold HIPAA compliance and hospital guidelines, ensuring confidentiality and integrity at every level of service
• Model and reinforce professionalism, compassion, and hospitality across all interactions

Work Schedule

• Full-time position with expectation to work rotating weekends and holidays
• Requires physical presence and mobility throughout hospital units

Qualifications

Education & Experience

• High school diploma or equivalent required; associate or bachelor’s degree preferred
• Minimum 1-3 years of leadership experience

Key Skills & Competencies

• Strategic thinking and operational execution
• Exceptional communication, interpersonal, and conflict-resolution skills
• Attention to detail and workflow optimization
• Comfortable working in fast-paced, emotionally complex environments
• Deep commitment to service, empathy, and patient advocacy

Competitive hourly pay ($22–$24/hour depending on experience).

Pay: $22.00 - $24.00 per hour

Work Location: In person