Supervisor, Guest & Info Desk

SUMMARY:

The Supervisor, Guest and Information Services is responsible for the day-to-day oversight of the information desk operations across assigned site(s). This role ensures consistent, high-quality service delivery, effective staffing, and a welcoming, well-coordinated experience for patients, families, and visitors.

The Supervisor provides frontline leadership, coaching, and operational support, serving as the first point of escalation for staff and customer service matters.

RESPONSIBILITIES:

• 
  Directs, assigns, and oversees daily activities of Information Desk staff.
• Participates in hiring processes and provides recommendations on candidate selection.
• Provides onboarding and ongoing training for staff and volunteers, including customer service, safety, and system tools (e.g., EMR/EPIC as applicable).
• Reinforces standard work, policies, and procedures to ensure consistent execution across all shifts.
• Provides real-time guidance and escalation support for complex or sensitive situations.
• Coaches, mentors, and supports staff to ensure strong performance, engagement, and service excellence.
• Evaluates employee performance and competencies; provides input on merit increases, promotions, and corrective actions.

• Oversees daily frontline operations, ensuring efficient flow of patients, families, and visitors through entry points and lobby areas.
• Ensures accurate wayfinding, adherence to screening protocols, and delivery of a consistent, high-quality first impression.
• Performs Information Desk/Greeter functions as needed to support operations and staffing demands.
• Monitors staffing levels and adjusts assignments to ensure adequate coverage across shifts.

• Develops and manages staff schedules and daily assignments to meet operational needs.
• Monitors attendance, timekeeping, and staffing patterns; addresses variances in alignment with policy.
• Supports contingency planning for coverage gaps and operational disruptions.

• Identifies development needs and supports skill-building for frontline team members.

• Ensures compliance with organizational policies, procedures, and regulatory requirements related to screening and front-of-house operations.
• Reinforces standardized workflows and service expectations across assigned locations.
• Supports audits, quality checks, and continuous improvement efforts.

• Serves as a first-level escalation point for patient, family, and visitor concerns.
• Responds to and resolves service issues in a timely, professional, and service-oriented manner.
• Promotes a welcoming, respectful environment aligned with system values and experience standards.

• Maintains accurate records including schedules, attendance, and operational reports.
• Prepares reports, metrics, and documentation in a timely and accurate manner.
• Assists with maintaining supplies and ensuring readiness of equipment and work areas.

Minimum Qualifications

Education

• High school diploma or equivalent required.
• Additional education in business, healthcare administration, or related field preferred.

Experience

• Minimum of one year of progressively responsible experience in customer service, hospitality, or healthcare front-of-house operations.
• Prior supervisory or team lead experience required.

Knowledge, Skills, and Abilities

• Strong interpersonal, communication, and customer service skills.
• Ability to lead frontline teams in fast-paced, high-visibility environments.
• Effective problem-solving and conflict resolution skills.
• Working knowledge of scheduling, reporting tools, and standard office systems.
• Ability to reinforce standards, coach staff, and drive day-to-day accountability.

Work Environment

• Based in hospital or healthcare facility environments with high levels of patient and visitor interaction.
• Requires standing, walking, and movement across multiple entry points and locations.
• May involve coverage across shifts, including evenings, weekends, and holidays as needed.

Scope of Responsibility

• Direct supervision of frontline staff.
• Responsible for day-to-day execution of operations within defined functional areas (Information Desk).

Organizational Expectations

All employees are expected to:

• Demonstrate Brown University Health's values of Compassion, Accountability, Respect, and Excellence.
• Model core success factors, including collaboration, trust, inclusivity, and patient/community focus.

Supervisors are additionally expected to:

• Support team effectiveness and engagement
• Reinforce accountability and performance expectations
• Promote consistency in processes and service delivery
• Contribute to a positive, team-oriented work environment

Pay Range:

EEO Statement:

Brown University Health is committed to providing equal employment opportunities and maintaining a work environment free from all forms of unlawful discrimination and harassment.

Location:

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Driving Required: