Manager, Guest Services & Transportation - Orlando Health Cancer Institute - Guest Services

Position Summary:

As a top cancer care provider in Florida, Orlando Health Cancer Institute is a comprehensive, multidisciplinary

Through a robust research program, the institute also supports physician involvement in numerous research studies and clinical trials that give patients access to innovative diagnosis, treatment and symptom management options. In addition to being accredited by the Commission on Cancer, a program of the American College of Surgeons, Orlando Health Cancer Institute has earned accreditations and certifications in several areas — including medical oncology and hematology/oncology, radiation oncology, cellular therapy, rectal cancer, and breast care — from the respective accrediting organizations, and recently was named in the 2023 Becker's Hospital Review “60 Hospitals and Health Systems with Great Oncology Programs” list.

Collectively, we honor our 100-year legacy by providing care for more than 142,000 inpatient and 3.9 million outpatient visits each year.

“Orlando Health Is Your Best Place to Work” is not just something we say, it’s our promise.

Position Summary

facility and as indicated for areas of responsibility based on hospital or other site. Establishes policies and procedures, standards and objectives in coordination with the strategic direction and goals of Orlando Health. Responsible for the provision of prompt assistance and resolution of customer requests and problems relating to their interactions with Orlando Health and its affiliates.

*Hospital, Oncology background experience preferred*

Work schedule Monday - Friday, 8:00 am - 5:00 pm. On call Saturday and Sunday from 8:00 am to 5:00 pm. Located Downtown.

Responsibilities:

• Plans, organizes and directs gift shop activities including the total purchase of all inventories, where applicable for site.
• Monitors gift shop expenditures based on Retail Sales, where applicable for site.
• Maintains appropriate staffing levels; performs interviews and makes hiring decisions; ensuresstaff receives appropriate training and orientation and coaches and counsels staff to maximize performance.
• Participates in Customer Experience initiatives related to volunteer and/or guest servicesinvolvement.
• Serves as a member of the corporate Volunteer Services and/or Guest Services Leadership teams, participating in the development of goals and objectives for related initiatives across the system.
• Possesses expert knowledge of all areas of the hospital and utilizes this capability to maintain an effective working rapport with all levels of team members.
• Along with the site Director, prepares and is responsible for the site volunteer services budget and restricted accounts, and/or the

• Develops goals and objectives and process improvements for the Volunteer and/or Guest Services departments and establishes and implements department operational policies and procedures.
• Prepares trending reports and assists in initiating changes as needed in existing policies and procedures.
• Helps with identifying the needs and strategic direction of volunteer services to align with the current healthcare landscape.
• Maintains communication with administration and other hospital leaders regarding activities and needs relating to Volunteer and/or Guest Services.
• Fosters open communication with volunteers and/or Guest Services staff regarding hospital philosophy, change, continuing

• Attends administrative and departmental meetings, conventions, seminars, and other activities pertinent to the success of Volunteer and/or Guest Services.
• Supervises the volunteer staff, guest services staff, and/or other staff that are site specific for direct reports.
• Oversees evaluations and coordination of activities among Volunteer and/or Guest Services staff.
• Works with department heads to determine the need and standards of performance for Volunteer and/or Guest Services for those departments, thus providing interesting and purposeful volunteer opportunities within the hospital system.
• Investigates guest concerns and acts as an administrative liaison on behalf of patients and families.
• Plans, coordinates, and administers Volunteer Services for both adult and teen volunteers, as indicated for site, including oversight for:

o Recruiting, screening/interviewing, selecting, orienting, and assigning volunteers.

o Maintaining a positive work environment for volunteers, making them feel welcome, needed and appreciated.

• Tracking reports of volunteers’ status and hours contributed.
• Written services guidelines including competencies required.
• Compliance reports.
• Quality assurance activities and required annual education.
• Safety and infection control policies and procedures.
• As needed, performance evaluations of volunteers.
• Manages various personnel functions including hiring, work assignments, coaching plans, and disciplinary actions.
• Maintains reasonably regular, punctual attendance consistent with Orlando Health policies, the ADA, FMLA, and other federal, state, and local standards.
• Maintains compliance with all Orlando Health policies and procedures.

• Participates in the planning and execution of volunteer recognition events as indicated and requested.
• Oversees the maintenance of the department facilities and equipment.
• Performs other related duties as directed.

Qualifications:

Bachelor’s degree required. Five (5) years of directly related experience can substitute for the Bachelor’s degree.

None.

Experience

Two (2) years of volunteer/ guest service or closely related experience required, and two (2) years management experience. A Master’s degree may substitute for up to (2) years of required experience.