Guest Relations and Volunteer Services Manager

Our leaders shape strategic initiatives, develop passionate teams, and work to improve health outcomes. They advance our mission and exemplify excellence, compassion, teamwork and purpose in all that they do. Indiana University Health is seeking individuals who embody these values to join our Volunteer Services leadership team in the role of Guest Relations and Volunteer Services Manager.

This position is accountable for day-to-day operations of the Guest Relations and Volunteer Services departments through implementation of strategy, policy, direction and action plans. The incumbent will manage the ongoing analysis, development, and implementation of methods and systems to improve overall efficiency and effectiveness of services and functions. Accountable for transformational leadership moving a strategic plan from development to implementation. Accountable for driving preeminence throughout the assigned functional area. Preeminence is being acknowledged as a leader in quality, clinical care, education and research by your peers. Acts as a partner of the IU Health leadership team and participates in the strategic planning and the attainment of goals for area of responsibility. Accountable for achieving and maintaining benchmark volunteer numbers as determined in collaboration with the senior leader.

This is a fully onsite role Monday-Friday day shift at Bloomington Hospital with occasional rounding to evenings and weekends. Previous retail or volunteer services experience is preferred.

Key Relationships

Reports to: Facilities and Safety Director

Direct Reports: 15 FTEs and about 120 volunteers

Key Relationships: Nursing

Candidate Qualifications

Candidates for the position will be evaluated according to the following criteria and competencies.

• Requires Bachelor’s Degree or related work experience equivalent.
• Requires a concierge-level customer service dedication.
• Requires ability to effectively interact with a widely diverse population of patients, visitors, volunteers and staff.
• Requires customer service experience involving patient/public contact, preferably in crisis intervention or in a health care setting.
• Preferred extensive experience in critical care situations.
• Requires demonstrated transformational leadership skills (inspiring, problem solving, communication across multiple organizations, executing).
• Requires strong communication and relationship-building skills with all levels of employees and management, and system-wide leaders.
• Requires experience managing multiple complex projects involving multiple customers.
• Requires the ability and skill sets to champion Leading to Preeminence.
• Requires superior people management and leadership competencies with proven problem resolution and facilitation skills.
• Must be an exceptional visionary problem solver.
• Requires the ability to facilitate and lead work groups.
• Requires a blend of management skills with technical expertise proven by superior planning, decision-making, negotiation, leadership and financial management skills/knowledge with a focus to adding value to the bottom line of the business fostering a preeminent healthcare environment.
• Requires interpersonal; negotiation, including problem solving and analytical skills, and presentation skills; with the ability to lead groups and programs.
• Requires knowledge of state and national regulatory agency guidelines.
• Requires the ability to pioneer effective quality improvement initiatives that reflect on the system scorecard.
• Requires experience preparing and adhering to Service Level Agreements with stakeholders/customers.
• Requires knowledge of state and federal laws relative to assigned area.

Indiana University Health is unlike any other healthcare system and we're looking for team members who share the things that matter most to us. IU Health leaders play a crucial role in advancing the mission of our organization and inspiring teams to make a meaningful difference in the lives of patients. As one of Indiana’s largest employers and the most comprehensive medical system in the state, our vision is to lead the transformation of healthcare through quality, innovation and education, and make Indiana one of the nation’s healthiest states.

IU Health is the largest health system in Indiana with nearly 40,000 team members, 16 hospitals and $8.64 billion in operating revenue. The system’s programs in cancer, cardiovascular, neuroscience, orthopedics, pediatrics and transplants have received national recognition for quality patient care. IU Health, in partnership with the Indiana University School of Medicine, bring together highly skilled physicians, researchers, and educators into close collaboration to provide world-class care for children and adults and improve the health of patients and communities across Indiana.

Indiana University Health is dedicated to a fair hiring process and is committed to equal opportunity and nondiscrimination for all individuals, regardless of age, color, disability, ethnicity, marital status, national origin, race, religion, gender identity, expression, sexual orientation, or veteran status.

• Indiana University Health has nearly 40,000 team members, including more than 3,600 physicians and 1,200 advanced practice providers, and we’re home to the largest nursing network in Indiana with more than 9,000 nursing team members at over 800 sites of care.
• IU Health is ranked No. 1 in Indiana by U.S. News & World Report, Riley Children's Health is ranked among the top children's hospitals in the country by U.S. News & World Report.
• A unique partnership with the Indiana University School of Medicine – one of the nation’s largest medical schools – gives patients access to groundbreaking research and innovative treatments, and it offers team members access to the latest science and the very best training – advancing healthcare for all.
• With 15 hospitals, including seven with Magnet designation and eight with Pathways to Excellence designation, our team members are leading the way through excellence.
• At Indiana University Health, your personal and professional growth is a top priority. You will have access to many diverse opportunities to learn and develop in meaningful ways that matter most to you, such as advanced clinical training, leadership development, promotion opportunities and cross training development.
• Indiana University Health is invested in the lives of Hoosiers, leading the transformation of healthcare to make Indiana one of the nation’s healthiest states.