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Cinderella Castle

Health Services Manager

Job ID 469973BR Location Anaheim, California, United States Business Disney Parks & Resorts Brand Disneyland Resort Category Medical / Nursing Date posted 07/10/2017
At Disney, we‘re storytellers. We make the impossible, possible. We do this through utilizing and developing cutting-edge technology and pushing the envelope to bring stories to life through our movies, products, interactive games, parks and resorts, and media networks. Now is your chance to join our talented team that delivers unparalleled creative content to audiences around the world.

“We make magic.” That’s our motto at Walt Disney Parks and Resorts. And it permeates everything we do. At Disney, you’ll help inspire that magic by enabling our teams to push the limits of entertainment and create the never-before-seen!

The Health Services Manager will manage the day-to-day operations of Disneyland Resort Guest Health Services consistent with Resort and organizational goals and objectives. Ensure policies and procedures are consistently executed across all Resort properties including: Disneyland, Disney’s California Adventure, Downtown Disney and Resort Hotels. In addition, you will provides direction to Lead Nurses and Staff Nurses.


Responsibilities

  • Manage daily operation of Guest Health Services operations to deliver exceptional care and service.
  • Demonstrate a thorough understanding of Guest Health Services operations, and how it supports Resort objectives.
  • Achieve Guest Compliment/Concern Ratio goals and ensure total Guest and Cast satisfaction by resolving service issues in a timely and effective manner.
  • Provide Guests with information necessary to create the optimal Disney experience.
  • Actively solicit feedback from Cast to achieve a positive environment and total team buy-in to world-class service.
  • Consistently model positive and professional behavior to drive Cast satisfaction.
  • Partner with appropriate Resort Cast Members, as needed, to resolve Guest service issues.
  • Ensure safety standards and procedures are followed.
  • Manage the scheduling of staff nurses to balance the needs of the Resort.
  • Empower the leads, trainers, and staff to resolve Guest situations effectively and efficiently.
  • Identify and eliminate barriers to Cast retention.
  • Coach and counsel Cast, explain and administer disciplinary action as required.
  • Lead through education, feedback and coaching of Cast.
  • Manage Cast development through the use of Performance Reviews.
  • Implement Reward and Recognition Programs, including Legacy and Cast Member of the Month/Year Awards.
  • Provide dedicated weekly time for on-stage Management or as business needs dictate.
  • Participate as an active team member, offer constructive suggestions and departmental support
  • Coordinate orientation and opportunities for in-service/continuing education and development for new Guest Health Nurses or EMTs.
  • Collaborate and demonstrate strong working relationships with cross-functional departments and partners responsible for delivering Guest Health Services.
  • Ensure operational issues are communicated in a timely and efficient manner.
  • Communicate changes to the Cast in a timely manner and answer questions as needed regarding the changes.
  • Consistently demonstrate positive and professional communication both verbally and in writing.
  • Regularly attend and participate in Mickey’s Roll Call and dept. briefings.
  • Ensure all operating guidelines reflect current business practices.
  • Maintain and safeguard confidentiality of Cast Member health information and health records.
  • Comply with all corporate policies and procedures.
  • Ensure adequate levels of operating supplies are maintained to support operation of the business.
  • Ensure the thorough documentation of Guest issues/incidents according to Disney business processes.
  • Manage the training and implementation of all new/revised operating guidelines or standing orders.
  • Accomplish all assignments effectively, accurately and within necessary timeframe.

Basic Qualifications

  • Current license to practice as a registered nurse in the state of employment.
  • Seven to ten years’ professional experience as a registered nurse.
  • Lead in Guest Health Services.
  • Knowledge of Operating Guidelines.
  • Ability to plan, organize, work independently or collaboratively, and manage multiple projects.
  • Role model troubleshooting and demonstrate ability to solve for root cause and resolve conflicts easily.
  • Able to develop programs and processes that help Cast Members continually learn.
  • Supports Resort objectives to drive-team-based performance and promotes an environment of accountability.
  • Excellent oral and written communication skills, including presentation skills.
  • Able to pro-actively address department needs through self-initiated activity, communicating plan with department manager as needed.

Preferred Qualifications

  • Experience with pre-hospital care or emergency and disaster management recommended.

Required Education

  • BSN/MSN or a degree in a related field recommended.

Additional Information

©Disney is an equal opportunity employer. Drawing Creativity from Diversity.

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