Director Volunteer

ABOUT NCH

NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.

NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.

Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.

JOB SUMMARY

Working under the leadership of the Chief Culture Officer, the Director of Volunteer and Guest Relations is responsible for revolutionizing the guest experience culture by embedding service in all levels of the organization and the community. Volunteers are at the center of our organization's mission to provide high quality health care to our diverse community; and the Director of Volunteer and Guest Relations works strategically to design, develop, and execute initiatives that attract and retain volunteers who embody NCH’s values.

This position will create a service-oriented culture by defining, developing and executing the guest experience in a way that exemplifies the NCH’s mission, core values, and strategic plan. The role is responsible for leading numerous guest-facing functions that will deliver guest centric solutions and convenience for patients and their families. This position is responsible for monitoring, coordinating, and evaluating the work of all divisions as it relates to the experience that is delivered to its guests, Volunteers, Retail, and Auxiliary. The position is responsible for the day-to-day operations, overall planning, policies and procedures, and budgets as it relates to the Volunteer Services, Gift Shops, and Auxiliaries.

ESSENTIAL DUTIES AND RESPONSIBILITIES

– Other duties may be assigned.

· Responsible for the overall direction and leadership of NCH’s volunteer program, including hiring, orienting evaluating, disciplinary actions, and providing continued education initiatives.

· Leads, develops, designs, and evaluates volunteer recruitment and retention strategies.

· Creates a welcoming environment for all new admissions and work alongside the Head of Concierge to provide non-medical guidance and assistance for the patient and family.

· Serves as a steward and champion of the patient service culture, working alongside the Director of Patient Experience in delivering service excellence.

· Develops and implements strategic Volunteer Service programs. Ensures that policies and procedures as administered in accordance with NCH strategic plans and meets The Joint Commission standards.

· Acts as a resource to system management, working directly with Directors and Volunteers to assist in carrying out volunteer recruitment, placement, orientation, competency, diversity, policies and procedures, service area job descriptions, performance management, and retention.

· Ensures compliance by actively monitoring governmental regulatory requirements and accreditation agency standards. Demonstrates knowledge of volunteer laws, regulations, industry trends, and current practices.

· Surveys volunteers to measure and monitor volunteer satisfaction. Communicates progress and action plans related to volunteer satisfaction. Recommends new approaches and policies and procedures to effect continual improvements in efficiency of the department and services provided.

· Manages and provides oversight for the Guest Relations, Gift Shop, and Volunteer Services staff members.

· Develops separate operational and capital budgets for the NCH Auxiliary, Marco Auxiliary, both Gift Shops, and Volunteer Services. Monitors compliance, analyzes variances, negotiates and manages contracts with suppliers/vendors. Ensures that all budgets are complete and support departmental activities to ensure that operational and salary expenses are equal to or less than approved budget. Coordinates and prioritizes the activity within each operational area.

· Conducts needs assessment with Directors to provide resource allocation, measure and monitor their level of satisfaction with system volunteers. Recommends new programs, secondary training, new approaches, and policies and procedures to effect continual improvements in efficiency of the department and services provided. Provides consultation or counseling as needed.

· Develops and implements strategic programs, policies and procedures for both Gift Shops. Responsible for maximizing retail revenue by monitoring promotional sales, marketing initiatives, customer surveys, and special vendor events. Tracks ROI for all marketing initiatives.

· Monitors both Gift Shops facilities in ensuring that daily operations are met and that all US Consumer of Safety Product, Joint Commission, Naples Fire Department, Collier Country Fire Department, and all other regulatory requirements are in place.

· Develops and implements strategic programs, policies and procedures for the NCH Auxiliary and Marco Auxiliary. Is an ex-officio member of all three Auxiliary Boards. Demonstrates mastery knowledge of ‘Roberts Rules of Order’.

· Responsible for working directly with Auxiliary Board members, NCH Administration, and NCH Center for Philanthropy staff regarding all Auxiliary internal and external fundraising events, manages all committees, conducts fundraisers, identifies NCH beneficiaries (department or medical scholarship), ensures that funds are properly disbursed, and ensures Auxiliary recognition.

· Mitigates/addresses/tracks/trends patient and family grievances/complaints/service recovery opportunities

· Selects, implements and maintains a comprehensive guidance and wayfinding system with support of the volunteer base ensuring patients, family members and visitors can easily access and navigate the full spectrum of the healthcare system.

· Communicates regularly with the Head of Concierge and Guest Relations Concierge team to continually provide consistent and improved practices for improved customer experiences.

· Serves on the Patient Family Advisory Council and other special committees where patient experience, patient access, volunteers and philanthropy are effectively engaged

· Activates the volunteer base to participate in philanthropic activities, including supporting events and personal giving to NCH.

· Regularly rounds at offsite locations, initiating and maintaining effective communication with practice management to identity trends, drives volunteer engagement, performance and influence stakeholders

· Regularly canvasses the system to identify facility improvements that will improve the patient experience

· Researches and develops new offsite volunteer programs that increase patient and employee satisfaction

· Manages the Volunteen program while fostering strong relationships with high schools, colleges, universities, and community-based organizations.

· Plans and carries out various volunteer appreciation initiatives and events, such as the Volunteer Recognition Dinner.

· Continuously monitors and assesses the quality and effectiveness of volunteer programs by creating KPIs to measure efficiency, service, and productivity.

· Meets with leadership regularly to review volunteer programs and identify areas of improvement.

· Defines, implements, and maintains service standards and quality control procedures. Evaluates and trends HCAHPS and Patient Satisfaction Surveys Data for ongoing performance improvement.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

· Minimum of Bachelor’s Degree required.

· Minimum of 5 years of leadership experience required, with a focus in a healthcare or related field preferred.

· Experience with volunteers of all ages as well as prior healthcare and business development experience preferred.

· Must have a working knowledge of current regulatory and accreditation standards.

· Must have outstanding people and communication skills and problem/conflict resolution skills.

· Excellent interpersonal skills and the ability to manage multiple projects necessary.

· Must be able to manage multiple business units in multiple locations and manage multiple conflicting priorities.

· Must be flexible and available to interact with employees and volunteers at all levels.

· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.