Health Services Manager

Guest Satisfaction

• Manage daily operation of Guest Health Services to deliver exceptional care and service by ensuring supplies and equipment are available to the team.
• 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.

Cast Excellence

• Empower the leads, trainers, and staff to resolve Guest situations effectively and efficiently.
• Identify and eliminate barriers to Cast retention.
• Coach and counsel EMT Cast Members, explain and administer disciplinary action as required.
• Manage Cast development using Performance Reviews.
• Implement Reward and Recognition Programs, including Legacy and Cast Member of the Month/Year Awards.
• Provide dedicated weekly time for on-stage interactions or as business needs dictate.
• Participate as an active team member, offer constructive suggestions and departmental support

Communication

• 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 to the department manager.
• 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 department briefings.

Administration

• Ensure all operating guidelines reflect current business practices.
• Maintain and safeguard confidentiality of Guest and 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.

Planning

• Manage the training and implementation of all new/revised operating guidelines or standing orders for Nurses and EMT Cast.
• Accomplish all assignments effectively, accurately and within necessary timeframe.

• Current license to practice as a registered nurse in California.
• Five to seven years’ professional experience as a registered nurse.
• 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 Nurses and EMT 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 the department manager as needed.

• Baccalaureate degree in nursing or related field preferred.
• Experience with pre-hospital care or emergency and disaster management recommended.

Additional Information

Disney offers a rewards package to help you live your best life. This includes health and savings benefits, educational opportunities and special extras that only Disney can provide. Learn more about our benefits and perks at https://jobs.disneycareers.com/benefits.

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The hiring range for this position in Anaheim is $92,800 to $124,400 per year. The base pay actually offered will take into account internal equity and also may vary depending on the candidate’s geographic region, job-related knowledge, skills, and experience among other factors. A bonus and/or long-term incentive units may be provided as part of the compensation package, in addition to the full range of medical, financial, and/or other benefits, dependent on the level and position offered.