Supervisor - Branded Experiences (Full Time, Day shift) Hybrid

Description

Job Summary

Supervises the departmental experiences to ensure quality service to both internal and external customers. Responsible for staff supervision including allocation of human resources, ensuring quality service delivery, accomplishing departmental outcomes, and patient/family satisfaction within assigned areas. Develops partnerships with clinical care teams to decrease stressors created in a healthcare environment & improve outcomes for patient through positive experiences.

Job Specific Duties

• Supervises the operations of the department. Utilizes and interprets data to set benchmark goals for the improvement of attendance and patient participation outcomes. Develops, enhances and supports the coordination of signature branded events, experiences, camps, and the Arts in Healing program uniquely tailoring to patient population/s served and healthcare trends.  
• Supervises staff and manages schedules/PTO request. Responsible for training, staff performance, productivity, conducting performance reviews, and developing methods to improve patient outcomes/experiences. 
• Develops the Arts in Healing program. Cultivates relationships within the arts community, identifies emerging and diverse artistic talent, and successfully executes deliverables for the program. Manages the recruitment, supervision and direction to Artists-in-Residence team. Develops standard of procedure for training, conducts observations, ensures quality of programming, and works closely with stakeholders to achieve program objectives.  
• Leads the coordination of top-tiered signature patient experiences such as Carlin Prom, Fux Holiday Party, art showcases, camps, etc. Ensures a timely response with elite donors and special guests, prioritizes patient safety, patient nomination process, and ensures communication and materials for patients and families meets organizational branding guidelines.  
• Conducts staff observations to validate and support the services being provided. Ensures quality of services being delivered is within the standards set by NCH and governing associations. Mentors staff in order to successfully meet the competencies for their position and provide ongoing feedback. 
• Facilitates in-services conducted to ensure improvement of processes and to facilitate awareness of best practices and national standards. Maintains/updates policies and procedures. 
• Performs fiscal duties according to policies and procedures. Works with leader in planning and implementing departments’ budget. Establishes action plans to control expenses.
• Maintains frequent lines of communication with vendors, contractors and volunteers, ensuring quality of programing, services and compliance. 
• Creates and prioritizes goals to align with NCH goals and initiates and evaluates their success. Participates in current and new program development, priority projects, and continuous improvement. 
• Responsible for the screening, selection, onboarding, and training of temp staff to support peak times to operationalize the department. 
• Collaborates with IT and system wide events team to develop event cost savings using established IT platforms, programs, and scalable resources whenever possible.

Qualifications

Minimum Job Requirements

• Bachelor's Degree in Healthcare, Fine Arts, Education, Hospitality or 4+ years of relevant experience
• 2-4 years of mentorship, supervision and/or leadership experience
• 2-4 years of Experience in Arts, education or arts administration
• Experience leading activities, projects, logistics, and/or office operations for children and families and planning and executing special events
• 5 years of experience working with children
• 5 years of experience in healthcare setting, customer service, or hospitality services
• Fluency in both English and Spanish

Knowledge, Skills, and Abilities

• Available to work evenings and weekends as needed.
• Proficient in Microsoft Office (PowerPoint, Excel, Word, and Outlook).
• Demonstrated leadership, organizational, time management and problem-solving skills.
• Demonstrated proficiency in project management.
• Effective interpersonal skills to negotiate for cooperation and encourage collaboration with superiors, peers, physicians, and staff.
• Considerable experience in dealing effectively with people in stressful situations, preferably in a healthcare environment.
• Ability to work independently under pressure and manage multiple projects and assignments with a variety of staff and volunteers.
• Ability to act independently upon information and make decisions that achieve optimal results.
• Flexibility to respond to departments’ needs and varying schedules.
• Effective and efficient use of technological resources utilized by department.
• Excellent proofreading, grammar, writing and public speaking skills.
• Ability to react calmly under stressful conditions and redirect families to appropriate resources.
• Displays a professional image and is a role model in service excellence.
• Ability to maintain confidentiality of sensitive patient information.
• Ability to make group presentations and engage families.
• Fosters positive team morale and company culture.
  

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