Courier Supervisor in Owosso, Michigan at Memorial Health Care Center

JOB SUMMARY

The Courier Supervisor position is responsible for assisting with the coordination of scheduling and oversight of all courier operations for Memorial Healthcare. Responsible for the direction of workforce, developing and implementing efficient and effective procedures and processes, assuring quality and regulatory compliance tasks, and advocating for the highest standards of customer service, as well as modeling and ensuring all duties are completed with a first-time right mindset. Represents the standards of behavior that are expected are critical for the selected individual to be successful and provide service that exceeds customer expectations. Responsible for ensuring that each courier strives for superior performance by consistently providing a product or service to its customers, internal and external, that is recognized as ultimately contributing to the customer and patient experience.

PRIMARY JOB RESPONSIBILITIES

Provide excellent customer service and serve as an Ambassador for Memorial Healthcare;

Greets all staff, visitors and customers;

Oversees and coordinates the day-to-day operations of the Memorial Healthcare courier services;

Ensures that performance/quality standards for all staff are constantly met;

Directs and schedules workforce appropriately to provide timely courier service on a routine and as-needed basis;

Demonstrates the ability to work both independently and as a team member, regarding day to day activities;

Handles all emergency calls, assigns and dispatches “stat” or “critical” assignments to courier drivers, as appropriate;

Responsible for scheduling courier drivers to maintain adequate coverage;

Perform all duties associated with courier drivers and may act as a substitute in case of absences that affects the ability to make deliveries or when extra help is needed for projects;

Reviews and makes recommendations to Manager concerning contracts and other forms of purchases and procurement, which are related to Memorial Healthcare’s courier services and transportation needs;

Assists Manager in conducting necessary investigations to determine the cause of the problem like accidents (if any arises) and to set up safety measures to avoid recurrence of such issues;

Works with the Manager to ensure processes and staff are in place to ensure timely follow up and resolution of any concerns received by customers;

Maintains and enforces all safety guidelines, OSHA, Joint Commission, and CAP requirements within the department;

Maintains financial stewardship, maximizing available resources;

Maintains in-depth knowledge of courier databases and software to effectively manage workload, pull reports and assist with troubleshooting;

Maintains inventory, maintenance & care and reports on Memorial Healthcare fleet vehicles assigned to the courier service;

Makes recommendations for maintenance and service of vehicles;

Ensures vehicles are maintained in a safe and clean fashion;

Assists Manager with decommissioning and/or disposal of vehicles and equipment according to Memorial Healthcare policy and procedures;

Ensures staff orientation and on-going training and monitors/performs the evaluation and feedback processes;

Trains new employees on routes and Memorial Healthcare policies, procedures and protocols;

Creates, updates and maintains training manual for route coverage;

Assists Manager with monitoring and managing weather related emergency situations for Memorial Healthcare;

Assists Manager with special projects related to the courier services at Memorial Healthcare

Performs other duties as assigned by the Director, Manager or Public Safety designee.

JOB SPECIFICATIONS

EDUCATION/CERTIFICATIONS/ LICENSES

High School Diploma or GED required.

Must be able to read, write, and follow both written and spoken instructions.

Have and maintain a valid chauffeurs license and good driving record

Have and maintain BLS skills through the American Heart Association

IAHSS Basic Certification preferred or must be willing and able to obtain within the first 12 months of employment.

EXPERIENCE

3-5 years of prior training and experience in providing excellent customer service, managing work load, and professional driving;

Previous healthcare experience a plus although not required;

(On the job training will be provided).