Supervisor-Concierge, Guest Services & Telecommunications

Job Title: Supervisor

Location: Main Hospital - New Brunswick

Department Name: IT&S Telecommunications

Req #: 0000256308

Status: Salaried

Shift: Evening

Pay Range: $55,700.00 - $69,700.00 per year

Pay Transparency:

The above reflects the anticipated annual salary range for this position if hired to work in New Jersey.

The compensation offered to the candidate selected for the position will depend on several factors, including the candidate's educational background, skills and professional experience.

Job Overview:
The Supervisor is responsible for overseeing the daily operations of the Concierge, Guest Services, and Telecommunications department to ensure exceptional customer service, efficient patient throughput, and operational excellence. This leadership role provides direct supervision to department staff while supporting daily operations, promoting employee engagement, and ensuring compliance with organizational policies, quality standards, and regulatory requirements. The ideal candidate is a collaborative leader who thrives in a fast-paced healthcare environment and is committed to delivering an outstanding patient and visitor experience.

Qualifications:

Required:

• High School Diploma or equivalent 
• Minimum of three (3) years of supervisory or leadership experience, preferably in healthcare, hospitality, customer service, or a related environment
• Demonstrated leadership experience in coaching, mentoring, and developing staff
• Strong interpersonal, organizational, and communication skills
• Ability to effectively prioritize work and manage multiple responsibilities in a fast-paced environment
• Strong problem-solving and decision-making abilities
• Proficiency with Microsoft Office Suite and other departmental software applications
• Ability to work independently while exercising sound judgment and professionalism

Preferred:

• Associate's or Bachelor's degree in Healthcare Administration, Business Administration, Hospitality Management, or a related field
• Previous experience supervising patient access, concierge, guest services, telecommunications, or customer service teams within a healthcare environment

Scheduling Requirements 

• Working Shift: Monday – Friday 
• Rotating Shift: 6:00AM-2:30PM and 2:00PM-10:30PM
• Rotating weekends (approximately one weekend per month)
• Holiday rotation required
• On-call responsibilities required as needed.
• Full-Time, 40 Hours Per week

Essential Functions:

• Oversees the daily operations of the Concierge, Guest Services, and Telecommunications department to ensure efficient workflows and exceptional customer service
• Supervises, coaches, mentors, and evaluates departmental staff while fostering a culture of accountability, teamwork, and continuous improvement
• Develops and maintains departmental staffing schedules to ensure appropriate coverage based on operational needs
• Provides leadership support while actively participating in daily departmental operations
• Ensures compliance with departmental policies, organizational standards, and regulatory requirements
• Oversees onboarding, orientation, training, competency validation, and ongoing education for department staff
• Monitors department performance metrics and develops action plans to improve operational efficiency and service excellence
• Delegates and prioritizes daily work assignments to maximize productivity and customer satisfaction
• Communicates departmental updates, policy changes, and operational expectations clearly and consistently to staff
• Serves as a resource for staff by addressing operational concerns and providing timely guidance and support
• Reviews departmental processes and recommends workflow improvements to enhance patient, visitor, and employee experiences
• Collaborates with leadership to address staffing, performance, and operational challenges
• Ensures the accuracy and integrity of patient and departmental information
• Oversees visitor check-in processes, including FAST PASS procedures, ensuring a welcoming and efficient experience
• Maintains professional relationships with patients, visitors, physicians, and interdisciplinary teams while promoting RWJBarnabas Health's mission and values
• Participates in departmental and organizational meetings, committees, and quality improvement initiatives

Other Duties: 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

Benefits and Perks:
At RWJBarnabas Health, our employees are at the heart of everything we do. Driven by our Total Wellbeing promise, our market-competitive offerings include comprehensive benefits and resources to support our employees’ physical, emotional, financial, personal, career, and community wellbeing.  These benefits and resources include, but are not limited to:

• Paid Time Off including Vacation, Holidays, and Sick Time
• Retirement Plans 
• Medical and Prescription Drug Insurance 
• Dental and Vision Insurance 
• Disability and Life Insurance 
• Paid Parental Leave
• Tuition Reimbursement
• Student Loan Planning Support
• Flexible Spending Accounts
• Wellness Programs 
• Voluntary Benefits (e.g., Pet Insurance)
• Community and Volunteer Opportunities
• Discounts Through our Partners such as NJ Devils, NJ PAC, and Verizon
• ….and more!

Choosing RWJBarnabas Health! 
RWJBarnabas Health is the premier health care destination providing patient-centered, high-quality academic medicine in a compassionate and equitable manner, while delivering a best-in-class work experience to every member of the team.  We honor and appreciate the privilege of creating and sustaining healthier communities, one person and one community at a time.  As the leading academic health system in New Jersey, we advance innovative strategies in high-quality patient care, education, and research to address both the clinical and social determinants of health.  

RWJBarnabas Health aims to truly make a unique impact in local communities throughout New Jersey. From vastly improving the health of local residents to creating educational and career opportunities, this combination greatly benefits the state. We understand the growing and evolving needs of residents in New Jersey—whether that be enhancing the coordination for treating complex health conditions or improving community health through local programs and education.