Concierge

About the role

The Concierge is responsible for greeting patients, families and visitors arriving at the hospital, escorting the patient to the appropriate area and performing clerical duties as needed. The Concierge works collaboratively with other departments to ensure that the patient’s needs are met. This position requires excellent customer service skills and the ability to work with minimal supervision.

Responsibilities

• Greet patients and families upon arrival at the hospital.
• Notify registration of patient’s arrival at the hospital.
• Obtain cell phone numbers of waiting family members.
• Perform lobby rounding to ensure patients are kept aware of their wait time expectations.
• Write descriptions of family members.
• Provide resource information as needed (food, lodging, stores, etc.).
• Work with cardiologists and cardio-vascular surgeons in updating patients’ progress to family members.
• Greet visitors and oversee visitor’s sign-in and sign-out processing; notify the appropriate parties of their arrival and provide a visitor or vendor badge as needed.
• Work collaboratively with other departments to ensure that the patient and the patients’ families’ needs are met.
• Know Code colors and assist per disaster policies.
• Oversee Lobby – contact necessary resources for all event occurrences.
• Oversee distribution of newspapers, mail, deliveries to patient.
• Handle the forwarding or return of patient mail.
• Accept deliveries and/or direct delivery personnel to the proper location.
• Perform all necessary office and other duties opening and closing procedures as needed.
• Maintain departmental records and keep information sheets updated.
• Wheel emergency patients to the emergency registration area (volunteers only).
• Help patient units with patient discharges (volunteers only).
• Other duties as assigned.

Professionalism

• Adhere to dress code, conduct and attendance policies.
• Accept both positive and negative constructive feedback.
• Attend at least 80% of in-services and departmental meetings.
• Demonstrate a supportive/positive attitude toward the hospital and fellow employees – be a positive team member.
• Express self in an organized, comprehensive, articulate and concise manner.

Initiative

• Develop specific work plans and due dates.
• Follow through on planned assignments within assigned timeframes.
• Effectively prioritize assignments.
• Demonstrate a willingness to accept extra assignments.
• Adjust to change, work pressures or different situations without undue stress.
• Demonstrate skill in developing improvements in work methods.
• Be effective in cost control and resource utilization.

Key Relationships

• Maintain positive relationships with internal customers; be effective in interacting with and problem solving.
• Maintain positive relationships with external customers; be effective in interacting with and problem solving.
• Proactively meet customer’s needs.
• Respond promptly to customer needs or requests.
• Keep Director informed of problems and recommend solutions.
• Participate in education/development of peers and other staff.

Annual Requirements

• SDH Annual Education Attendance Requirements.
• Adhere to Department Dress Code.
• Code of Conduct Refresher Course.
• Other Annual Competency Training (if applicable).
• BLS (if required) as per St. David's Healthcare policy.

Qualifications

• High School Graduate / GED.

Benefits

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services.
• Wellbeing support, including free counseling and referral services.
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence.
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling.
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing.
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts.