Director, Guest Services

Director Position Over Guest Services

Discover Vanderbilt University Medical Center: Located in Nashville, Tennessee, and operating at a global crossroads of teaching, discovery, and patient care, VUMC is a community of individuals who come to work each day with the simple aim of changing the world. It is a place where your expertise will be valued, your knowledge expanded, and your abilities challenged. Vanderbilt Health is committed to an environment where everyone has the chance to thrive and where your uniqueness is sought and celebrated. It is a place where employees know they are part of something that is bigger than themselves, take exceptional pride in their work and never settle for what was good enough yesterday. Vanderbilt's mission is to advance health and wellness through preeminent programs in patient care, education, and research.

This is a Director position over Guest Services and has two manager reports along with staff of over 80 rolling up to it. They have responsibility for both Inpatient (Adult, Peds and Behavioral Health) as well as Ambulatory locations. Provide overall leadership for a unit or department by developing goals, objectives, policies and procedures; supervising, coordinating, and evaluating the activities; preparing operating and capital expenditure budgets; and performing personnel administration functions.

Key responsibilities include developing goals and objectives for the department based on interpretation of institutional policy and goals, planning to achieve goals or establish priorities, helping the department understand, share and support the vision, initiating changes in or developing new policies, procedures and/or methods, analyzing long-range impact of decisions and plans, ensuring the most effective operations of the department through program development, process improvement and coordination/integration of processes with other departments, designing, implementing, evaluating and marketing programs to maximize clinical outcomes, functional status, patient/customer satisfaction and reimbursement, standardizing services, processes, resources, and practice to improve efficiency, providing supervision to include responsibility for planning, coordinating, and controlling the work and procedures, adjusting work schedules or project priorities to meet emergencies or changing conditions, participating on departmental and/or interdepartmental committees to address problems and facilitate information exchange about programs, problems, etc. Provide information to others (oral or written) to explain/clarify problems, issues or requests, participating in periodic management meetings to keep top management informed of department problems and concerns, analyzing and evaluating ongoing department programs to identify areas where adjustments/improvements are needed, developing staffing plans to ensure developmental objectives are being met, defining and achieving financial targets in support of business goals of the institution, preparing an annual operating budget for a unit or department, presenting and justifying a proposed budget (operating and capital expenditure) to a management review committee, evaluating organizational functions and structures to best determine the allocation and utilization of resources, analyzing and evaluating budget variance to determine cause, preparing justification or developing alternatives for cost containment/reduction, projecting future budgets based upon analysis of current operations, creating and exceeding service standards utilizing key service dimension and from knowledge of patient/customer expectations and best practice, establishing service standards for the department and determining if service standards are compatible with financial targets, ensuring that the service standards are met or exceeded by utilizing customer satisfaction, best practices and market information to improve customer service and satisfaction, creating an organizational culture that provides a safe, satisfying and enriching environment for employees and provides a qualified, competent staff to meet patient needs, providing leadership to promulgate the mission and the values of the institution to the department, modeling behavior consistent with the mission, vision, and values of the enterprise through leading, coordinating projects, innovation, initiating improvement, and developing new programs, demonstrating a leadership style that is facilitative and collaborative, communicating within and across departments to maximize effectiveness, efficiently and information sharing, ensuring all Human Resource and VUMC policies and procedures are followed according to standards, defining the qualifications and performance expectations for all staff positions through the Performance Development system, including department specific job descriptions, measurable performance standards, creating an environment that encourages and supports self-development and learning for all staff through regular feedback, by assuring the development of staff through orientation, training programs, work experiences and assessing competencies by meeting the performance expectations stated in his or her job description in a timely manner (normally annually), identifying, establishing and evaluating quality assurance standards, programs, and procedures within department, establishing and evaluating standards of performance to ensure safe, effective, and efficient operation of the department, and ensuring that standards are met within area of responsibility to assure clinical enterprise accreditation/licensure.

Our professional administrative functions include critical supporting roles in information technology and informatics, finance, administration, legal and community affairs, human resources, communications and marketing, development, facilities, and many more.

At our growing health system, we support each other and encourage excellence among all who are part of our workforce. High-achieving employees stay at Vanderbilt Health for professional growth, appreciation of benefits, and a sense of community and purpose.

Core accountabilities include organizational impact, problem solving/complexity of work, breadth of knowledge, and team interaction.

Core capabilities include supporting colleagues, delivering excellent services, managing resources effectively, and fostering innovation.

Position qualifications include relevant work experience, experience level, and education.