**Primary City/State:**

Goodyear, Arizona

**Department Name:**

Plant Operations-Clinic

**Work Shift:**

Day

**Job Category:**

Clinical Support

Help lead health care into the future. As one of the largest nonprofit health systems in the country, Banner Health has both the stability that comes with success and the values you can be proud to represent. If you’re looking to leverage your abilities – you belong at Banner Health.

As a Guest Services team , your team is the very first team to welcome patients and families into our facility! As the first point of contact, we provide exceptional customer service support to each and every visitor. Other responsibilities may include answering questions, providing directions, escorting patients to appointments, and keeping lobby area clean and sanitized. You will have the opportunity to learn and grow professionally at a brand new facility, while making a positive difference in the lives of patients.

As a **Guest Services Liason Supervisor** , you will have the opportunity to combine your love of patient care with your ability to rally and motivate a team. You play a critical role in the positive patient experience as you support the daily operations and short and long term strategy.

**Locations:**

**Guest Services Liaison Supervisor will rotate through four facilities**

Banner Health Center Goodyear - 1800 N Civic Square Goodyear, AZ

Banner Health Center Glendale - 7701 W Aspera Blvd. Glendale, AZ

Banner Health Center Sun City West - 14416 W Meeker Blvd. Sun City West, AZ

Banner Health Center Peoria - 13640 N Plaza Del Rio Blvd. Peoria, AZ

**Schedule:** Monday - Friday between 7:00am - 6:00pm

POSITION SUMMARY

This position plans, implements and supervises business and financial aspects of multiple guest services departments including gift shop, volunteer, and concierge services. Responsible for the supervision and coordination of operations staff and/or volunteers to achieve the objectives of generating budgeted net proceeds and customer satisfaction. This role manages and coordinates volunteer program(s) for an assigned facility or campus, which includes managing, recruiting, training, scheduling, and evaluating a diverse group of volunteers in accordance with organizational vision, mission and philosophy. Promotes and supports volunteerism through community programs and partnerships.

CORE FUNCTIONS

1. Plans, develops, and implements courses of action to achieve the goals of gift shop, volunteer, and concierge services in designated facilities including the supervision and coordination of operating, business and financial functions for all enterprise outlets. Maintains and ensures compliance with established operating policies and procedures.

2. Hires, trains, conducts performance evaluations, and directs the workflow for the guest services liaisons, gift shop, and volunteer staff. This position is also accountable for participating in the development and implementation of organizational goals and objectives. Ensures all goals and objectives are met timely and effectively.

3. Develops and recommends budgets following budgeting procedures which includes (but not limited to) establishing budgetary policies and controls for merchandise purchasing inventory levels and staffing. Conducts and maintains the inventory control system for multiple units.

4. Oversees the supervision of volunteer scheduling, when applicable, to ensure adequate coverage for all operations. Selects, orients, trains, schedules, and evaluates volunteers in applicable Volunteer Services areas. Maintains volunteer staff files as required, including service hours, annual evaluations and in-service training and education. May supervise part-time support staff, providing for leadership and growth opportunities.

5. Manages, prepares, and maintains appropriate and accurate statistical data, staff/volunteer files, and program information. Oversees and assures the documentation and maintenance of appropriate statistics, accurate staff/volunteer file maintenance, and compliance with all regulatory and/or accreditation requirements.

6. Develops and implements methods for customer feedback. Promotes cooperation and maintains effective working relationships with all other enterprises.

7. Responsible for the orientation and training of employed and volunteer (if applicable) staff. Conducts ongoing in-services on shop operations/policies/customer relations. Develops and shares innovative marketing techniques/procedures.

8. Oversees all aspects of retail operations for multiple enterprise units in designated facilities. Internal customers may include Auxiliary Board, Department Directors, Administrators and other health care team members for the purpose of integrating services and ensuring effective communication systems. External customers may include local community, public agencies, colleagues and peers.

MINIMUM QUALIFICATIONS

High school diploma/GED or equivalent working knowledge.

Minimum of five years’ experience in retail sales and merchandising, including three years supervisory experience. Requires knowledge of retail management, inventory control, merchandise intake and distribution, financial comparative analysis, database management, sales, merchandising, budget preparation and monitoring and bookkeeping.

Ability to establish and maintain effective working relationships with volunteers, staff and customers. Must understand and support the role of the gift shop and thrift shop in the hospital setting, as well as the shops’ role as an operated enterprise.

PREFERRED QUALIFICATIONS

Prior experience working with volunteers in an oversight capacity.

Additional related education and/or experience preferred.

**EEO Statement:**

EEO/Disabled/Veterans (https://www.bannerhealth.com/careers/eeo)

Our organization supports a drug-free work environment.

**Privacy Policy:**

Privacy Policy (https://www.bannerhealth.com/about/legal-notices/privacy)

EOE/Female/Minority/Disability/Veterans

Banner Health supports a drug-free work environment.

Banner Health complies with applicable federal and state laws and does not discriminate based on race, color, national origin, religion, sex, sexual orientation, gender identity or expression, age, or disability