Job Description

Facility: FMH - Forsyth Medical Center

Locations: Winston-Salem, North Carolina

Categories: Patient Services

Position Type: ['Full-Time']

Job Opening ID: ['189734']

What We Offer

Manager, Guest Services & Volunteer Services

Location: Novant Health Forsyth Medical Center

Schedule:

Monday - Friday 8:00am - 5:00pm

Requires flexibility for early morning, evening, and weekend events as business needs dictate.

As the Manager of Guest Services & Volunteer Services, you'll play a key leadership role in shaping the experience of patients, visitors, volunteers, and team members across the facility. This highly visible leader collaborates with teams throughout the organization to create welcoming environments, elevate patient satisfaction, strengthen team member engagement, and cultivate a thriving volunteer program that supports Novant Health's mission of delivering remarkable care.

Why Join Novant Health?

• Make a Meaningful Impact: Lead initiatives that directly influence patient experience, visitor satisfaction, volunteer engagement, and team member morale.
• Lead High-Performing Teams: Hire, mentor, and develop Guest Services and Volunteer Services professionals while fostering a culture of servant leadership and accountability.
• Drive Organizational Excellence: Partner with facility and corporate leadership on strategic initiatives that improve patient satisfaction and operational performance.
• Be a Visible Leader: Serve as a trusted resource for patients, visitors, team members, and leaders throughout the organization.

What You'll Do

• Provide leadership and oversight of Guest Services and Volunteer Services operations for the facility.
• Recruit, hire, onboard, and develop Guest Services and Volunteer Services team members.
• Mentor staff through coaching, professional development, and servant leadership practices.
• Collaborate with facility and corporate leaders to enhance the patient, visitor, volunteer, and team member experience.
• Conduct routine patient and team member rounding to identify opportunities for improvement and service recovery.
• Analyze trends and implement strategies to improve patient satisfaction, engagement, and service excellence.
• Lead facility-wide team member engagement initiatives, including planning and executing multiple monthly events.
• Partner closely with Volunteer Services leadership to grow, retain, and maintain an effective volunteer program.
• Manage department productivity, staffing, scheduling, payroll approval, and budget performance.
• Lead monthly team meetings and support organizational communication initiatives.
• Oversee service recovery efforts in public areas and respond to high-priority patient, visitor, and team member concerns.
• Manage projects and initiatives related to patient experience, facility enhancements, signage, furniture, and other operational priorities.
• Participate in facility leadership teams, committees, councils, and organizational boards.
• Support compliance, safety reporting, volunteer management, and departmental performance goals.
• Foster a culture of accountability through coaching, performance management, and recognition initiatives

What We're Looking For

• Education: Bachelor's degree required. Master's degree preferred.
• Experience: Five or more years of progressive leadership experience in hospitality, customer experience, volunteer services, healthcare operations, patient experience, or a related field.
• Leadership Experience: Demonstrated success leading teams, managing operations, driving engagement initiatives, and developing staff.
• Additional Skills Required: Exceptional communication, relationship-building, and customer service skills. Ability to manage multiple competing priorities in a fast-paced environment. Strong organizational, project management, critical thinking, and problem-solving abilities. Comfortable working within a matrixed leadership structure and collaborating across departments. Demonstrated experience using data and feedback to drive operational improvements and enhance service outcomes.
• Additional Skills Preferred: Experience with patient experience initiatives, volunteer program management, employee engagement programs, healthcare operations, budget management, and service recovery practices.

Job Opening ID

189734