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:
$48,068.80-$79,372.80
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:
Rhode Island Hospital - 593 Eddy Street Providence, Rhode Island 02903 Work Type:
M-F 8:00am-5:00pm Work Shift:
Day Daily Hours:
8 hours Driving Required:
No