Supervisor, Welcome & Information

At UK King's Daughters, we’re not just a healthcare facility — we’re a family of dedicated professionals who share a passion for making a meaningful difference in the lives of our patients. We’re more than just a place to work; we’re a place to grow, thrive, and contribute to our community.

Job Description:

Job Summary

Responsible for supervising daily operations of the Welcome and Information Centers to ensure excellent customer service and efficient communication across the organization. Oversees staff performance at information desks and switchboard operations, ensuring prompt, courteous, and accurate assistance to patients, visitors, and staff. Coordinates schedules, monitors workflow, and ensures adherence to service standards and organizational policies. Supports departmental goals by promoting a welcoming environment and fostering continuous improvement in service delivery.

Essential Functions

• Supervises daily operations of the Welcome and Information Centers, ensuring high-quality service and efficient processes.

• Coordinates staffing schedules, assignments, and coverage to maintain consistent desk and switchboard support.

• Trains, coaches, and evaluates team members to promote professional development and service excellence.

• Monitors customer interactions and communication channels to ensure accuracy, courtesy, and responsiveness.

• Rounds regularly in public areas to assess service delivery and address patient and visitor needs.

• Collaborates with leadership to resolve escalated customer concerns and identify opportunities for improvement.

• Maintains compliance with organizational policies, procedures, and communication standards.

• Prepares reports and performance metrics related to call volumes, visitor traffic, and service quality.

• Coordinates with other departments to ensure consistent messaging and efficient information flow.

• Performs other duties as assigned.

Education Requirement

High school diploma or equivalent experience

Bachelor’s degree in a related field is preferred

Experience Requirement

0-4 years of relevant supervisory experience, or an equivalent combination of training and supervisory/team lead experience typically required

An equivalent combination of education and experience may be considered. All experience must be paid and in the same related field. Part-time and PRN experience will be prorated based on hours worked per week. Volunteer work and internships for academic credit are not counted.

Certifications & Licensures

N/A

Working Conditions

A. Lifting, pushing, and/or pulling objects up to 50lbs: 2. Occasional (< 10% of the time)

B. Lifting, pushing, and/or pulling objects over 50lbs: 1. Never

C. Standing or walking with objects up to 10lbs: 3. Intermittent (10% - 50% of the time)

D. Standing or walking with objects up to 25lbs: 2. Occasional (< 10% of the time)

E. Sitting at computer workstation for extended periods: 3. Intermittent (10% - 50% of the time)

F. Risk of back injury from moving, lifting or positioning patients, equipment, or materials: 2. Occasional (< 10% of the time)

G. Repetitive motion: 3. Intermittent (10% - 50% of the time)

H. Working at heights above 4 feet: 1. Never

I. Working in confined spaces: 1. Never

J. Risk of injuries from use of equipment on the job: 2. Occasional (< 10% of the time)

K. Job-related travel: 2. Occasional (< 10% of the time)

L. Loud noises: 1. Never

M. Temperature extremes: 1. Never

N. Hazardous chemicals and fumes including waste: 1. Never

O. Radiation: 1. Never

P. Burns: 1. Never

Q. Cuts/Punctures: 2. Occasional (< 10% of the time)

R. Bloodborne/airborne pathogens: 2. Occasional (< 10% of the time)

S. Recombinant DNA or viral vectors: 1. Never

T. Combative/violent people: 2. Occasional (< 10% of the time)

U. Animal handling (including carcasses): 1. Never

V. Please specify other(s) and amount of exposure (i.e. Occasional, Intermittent or Regular): N/A

Physical Demands

This position requires intermittent sitting at a computer workstation for extended periods of time; performing tasks with intermittent repetitive motions (such as typing); intermittent standing or walking with objects up to 10 pounds; occasional standing or walking with objects up to 25 pounds; and occasional lifting, pushing, or pulling of objects up to 50 pounds. Also involves occasional risk of back injury from moving equipment or materials; occasional risk of cuts or punctures; occasional exposure to bloodborne or airborne pathogens; and occasional interaction with combative or violent people.

Department:

Welcome & Information Centers

Shift:

Flex (United States of America)

Time Type:

Full time

Address:

2201 Lexington Avenue

City, State:

Ashland, Kentucky