Signature Services House Manager

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Job Summary:

The Signature Services House Mgr for Rollins Pavilion serves as the on-site operational and service leader for Signature Services ensuring a seamless high-touch experience for prospects donors executive health patients and other high-priority guests. This role functions as the central integration point between Signature Services clinical operations and Advancement - driving real-time coordination service excellence and relationship intelligence to support both exceptional patient experiences and institutional engagement priorities. This Signature Services House Mgr will also be instrumental in helping support consistent experiences for patients across the Emory enterprise and will provide partner with various Operating Units that are designated space that could be converted into inpatient suites.

Primary duties and responsibilities:

On-Site Leadership and Experience Delivery

• On-site Signature Services leadership for Rollins Pavilion ensuring a seamless high-touch patient and guest experience
• Front-facing leadership for VIP donor executive health and high-priority patient stays
• Coordination of hospitality clinical support services and concierge logistics
• Real-time service recovery and escalation management for complex or high-visibility situations
• Partnership with Access Emory Signature Services and clinical teams to support continuity of care
• Serve as a key representative of Signature Services for physicians executives and institutional partners
• Support VIP donor and corporate partner engagements within Rollins House
• Collaborate with Advancement (AAE) Executive Health and Concierge Medicine teams when applicable
• Identify and approach appropriate patients during Emergency admissions to determine eligibility for the unit
• Work with admitting hospitalists and surgical teams to determine eligibility and criteria for admission to the unit

Operational Oversight and Coordination

• Oversee daily operations of Rollins Pavilion ensuring readiness cleanliness and exceptional presentation at all times
• Conduct routine rounds to assess guest experience operational flow and environmental standards
• Coordinate room readiness guest arrival/departure logistics and service delivery across departments
• Identify and escalate operational issues impacting patient or guest experience
• Monitor guest feedback service trends and operational performance
• Maintain documentation of key events escalations and service outcomes
• Identify opportunities for process improvement and enhanced guest experience
• Ensure compliance with privacy safety and organizational policies
• Lead shift huddles to align on priorities special constituent presence and service expectations
• Reinforce service standards through coaching and real-time feedback
• Ensure consistent execution of hospitality and patient experience protocols

Relationship and Stakeholder Management

• Partner with Access Emory clinical teams and concierge staff to ensure seamless coordination of care and services
• Facilitate communication between providers patient access and support teams to remove barriers
• Support engagement with donors corporate partners and executive stakeholders
• Monitor active guest needs and ensure timely follow-through across all services

Philanthropic and Strategic Support

• Enable philanthropic engagement efforts through exceptional service delivery and coordination
• Partner with Advancement Executive Health and Concierge Medicine to support strategic initiatives
• Contribute to relationship intelligence flow by documenting key interactions escalations and opportunities

Data Insights and Continuous Improvement

• Identify opportunities for process improvement and experience enhancement via EPIC and Salesforce
• Support standardization and scaling of Signature Services best practices

Additional Duties as Assigned

Travel:

• Travel between Emory operating units and affiliated sites

Work Type:

• On-site

Minimum Required Qualifications:

Education

• Bachelors degree or Masters degree preferred (e.g. healthcare administration business public health or related field). Will accept healthcare related experience in lieu of degrees.

Experience

• Minimum 7 years of relevant experience in healthcare patient services care coordination customer service or related field
• Experience working with high net worth clients donor populations or executive-level stakeholders strongly preferred
• Demonstrated experience in relationship management and cross-functional coordination

Knowledge skills and abilities (required):

• Change management skills
• Strong team building ability: effectively able to motivate engage and encourage team participation
• Exceptional communication and interpersonal skills
• Strong relationship-building and stakeholder management capabilities
• Ability to operate in a fast-paced highly visible environment
• High level of professionalism discretion and service orientation
• Strong organizational skills with attention to detail and follow-through
• Self-directed and motivated

Preferred Qualifications

Education

• Masters degree level degree;

Experience

• 10 years experience

PHYSICAL REQUIREMENTS (Medium Max 25lbs): up to 25 lbs. 0-33% of the work day (occasionally) Lifting 25 lbs. max; Carrying of objects up to 25 lbs.; Occasional to frequent standing & walking Occasional sitting Close eye work (computers typing reading writing) Physical demands may vary depending on assigned work area and work tasks.

ENVIRONMENTAL FACTORS: Factors affecting environmental conditions may vary depending on the assigned work area and tasks. Environmental exposures include but are not limited to: Blood-borne pathogen exposure Bio-hazardous waste chemicals/gases/fumes/vapors Communicable diseases Electrical shock Floor Surfaces Hot/Cold Temperatures Indoor/Outdoor conditions Latex Lighting Patient care/handling injuries Radiation Shift work Travel may be required. Use of personal protective equipment including respirators environmental conditions may vary depending on assigned work area and work tasks.