Front Desk Supervisor

Front Desk Supervisor
Location: Concord, MA

Who You’ll Work For

REEF’s mission is to connect the world to your block.

We transform underutilized urban spaces into neighborhood hubs that connect people to locally curated goods, services, and experiences.

With an ecosystem of 4,500 locations and a team of 15,000 people, REEF is the largest operator of mobility, logistics hubs, and neighborhood kitchens in North America.

Together we are leveraging the power of proximity to keep our communities moving forward in a sustainable and thoughtful way.

What You’ll Do

The Front Desk Customer Service Supervisor is a critical part of the Hospital Ambassador team and reports directly to the Operations Manager. The successful candidate will have a strong work ethic, be self-motivated and organized, and possess strong conflict resolution and leadership skills. The Front Desk Customer Service Supervisor will have responsibility for overseeing daily operations of the front desk and main lobby area by managing visitor and patient relations and achieving operational goals. A primary function of the Front Desk is to screen patients, visitors and employees by making sure they are wearing proper PPE, getting verbal confirmation they are not experiencing health related symptoms and are permitted to be on-site. The Front Desk Customer Service Supervisor will be responsible for understanding and adhering to all hospital protocols as they relate to visitors, patients, employees and deliveries. Operational responsibilities include learning all aspects of the front desk, knowledge of hospital layout, training new employees, and managing administrative support processes and procedures.

Responsibilities include, but are not limited to:

• Ensure all office staff are arriving ready to work on time and all positions are filled;
• Keeps patients, visitors, guests, hospital administrators and the Operations Manager informed with regard to in-coming and out-going people flow;
• Maintain Hospital Ambassador schedules, following company policies and procedures;
• Ensure that Hospital Ambassadors are following company and hospital policies and operational procedures;
• Regularly communicate with the Operations Manager, Hospital Ambassadors and hospital administration to ensure they have the most up-to-date information regarding the front desk activities in order to confirm a superior customer service experience is being delivered;
• Respond to visitor, guest and patient complaints and feedback in a professional manner;
• Provide a welcoming, compassionate and culturally competent environment;
• Other duties as assigned by the Operations Manager and hospital administration.

What We Want From You

• Two (2) years of experience in a lead or supervisor position is preferred, ideally in a healthcare facility;
• Minimum of five (5) years of face-to-face customer service experience;
• Excellent communication skills, both verbal and written;
• Excellent organizational skills and attention to detail;
• Ability to work and communicate well with patients, visitors, managers and employees;
• Ability to multi-task while appropriately managing stress;
• Excellent phone skills and calm, cheerful voice;
• Able to work in an energetic, busy, fast-paced environment that sees a high volume of patients and visitors;
• Ability to adjust to changing procedures and protocols.
• Strong computer skills and a working knowledge of the Microsoft Office Suite including Outlook, Excel and Word.

What We’ll Provide

• Medical
• Dental
• Vision
• Life and Disability
• 401K
  
  

REEF Technology is an equal opportunity employer, and we value diversity at our company. REEF does not discriminate on the basis of race, religion, color, sex, national origin, gender identity, gender expression, sexual orientation, age, marital status, veteran status, or disability status. REEF complies with all applicable equal employment opportunity legislation in each jurisdiction in which it operates.