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The University of Kansas Health System Logo The University of Kansas Health System · Hospitality and Tourism

Lead Guest Services Associate

United States, Kansas City · Job Posted February 20, 2026
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Job Description

Lead by example and ensure team members are greeting, welcoming, and connecting with all patients and visitors. Maintain quality standards for delivering a patient centered environment. Assists Supervisor in training, and ensuring the team adheres to, department policies, processes, and procedures. The shift needed is: 11:30am - 8pm M-F.

Job Responsibility

  • Lead by example and ensure team members are greeting, welcoming, and connecting with all patients and visitors
  • Maintain quality standards for delivering a patient centered environment
  • Assists Supervisor in training, and ensuring the team adheres to, department policies, processes, and procedures
  • Must be able to perform the professional, clinical and or technical competencies of the assigned unit or department
  • Demonstrates ability to provide care/service safely and efficiently for the care of each patient and visitor
  • Provides effective leadership to Guest Services staff
  • Able to strategically identify, internalize, and communicate the critical success factors necessary for the Guest Services department
  • Provides timely feedback for implementation of process changes
  • Oversees the daily operations of the team’s break schedule
  • Assists the Supervisor in securing daily coverage during team member absences
  • Works effectively with internal customers including supervisory personnel and front-line employees
  • Reports issues with these departments especially when patient satisfaction is comprised
  • Effectively leads Guest Services staff towards its goals
  • Model appropriate values and maintains and promotes social, ethical, and organizational norms
  • Model exceptional customer service, both on the phone and in face-to-face interactions with patients, visitors, and internal customers
  • Assists in communicating the “big picture” understanding of the hospital and works to ensure the department supports the organization’s desired mission and values
  • Serves as a liaison for patients who need assistance in calling for transportation, accommodations, and a variety of community resource information
  • Takes the initiative to help “problem solve” for unique patient populations: the elderly, disable, and/or those with cognitive, psychological and/or language challenges/difficulties

Requirements

  • High School Graduate or GED
  • 1 or more years of experience in customer service or guest relations
  • Read, write, and speak English
  • Proficient in computer skills and Microsoft Office products
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