Guest Services Concierge

As a Hospital Concierge at Good Samaritan Hospital, you will be the welcoming face of TriHealth, creating a positive first impression for patients, families, and visitors from the moment they arrive. In this highly visible role, you'll provide exceptional customer service by offering directions, answering questions, assisting with wayfinding, and helping ensure a smooth and compassionate experience throughout the hospital. If you enjoy connecting with people, making a meaningful difference in someone's day, and being part of a team dedicated to delivering exceptional patient-centered care, this is an opportunity to serve your community while working in a supportive and mission-driven environment.

About the role

The Hospital Concierge plays a vital role in enhancing the overall patient experience by providing compassionate, on-demand support that addresses nonclinical needs for patients, families, and guests. Working in inpatient units or the Emergency Department, the Concierge serves as a welcoming and helpful presence, ensuring that every interaction contributes to comfort, ease, and a positive hospital experience.

Concierge responsibilities include rounding on patients and guests, offering comfort items, and providing nonclinical support such as wayfinding, gathering supplies, or coordinating services with volunteer teams. The Concierge may run errands on behalf of patients and care teams—such as picking up prescriptions for those being discharged—and may assist with safe patient flow by escorting or transporting patients to the lobby at discharge. Additionally, the Concierge provides information about hospital amenities and local resources, including nearby stores and restaurants. They also support broader patient experience initiatives, which may include conducting discharge follow-up phone calls to ensure a smooth transition of care.

The Concierge reports to the Regional Manager of Patient Experience.

Responsibilities

• Acts as a team member of Guest Services, part of the signature TriHealth first impression, displaying behaviors such as warm welcoming, acknowledging every guest, proactively asking if there is anything else to help with, and helping lost guests find their way.
• Coordinates incoming requests for service, effectively prioritizing to meet internal customer needs as well as the needs of patients and visitors, including communicating timeframes and setting high expectations.
• Demonstrates a positive attitude and professional demeanor, serving as an ambassador for the hospital and encouraging other employees to do the same.
• Provides non-clinical support services to patients, families, and guests, such as information and coordination of hospital services, local area amenities, business services, and entertainment.
• Serves as an on-call notary service for internal customers, patients, and visitors in addition to daily tasks.
• Occasionally floats to other locations across the system to meet internal customer and department staffing needs.

Requirements

• High School Diploma or GED (Required).
• Degree in Hospitality or Healthcare Field (Required).
• 1–2 years of experience in Customer Service or a related service industry (Required).
• Experience in Hospitality Management, Customer Experience, or Customer Service (Required).
• Computer literate with a professional appearance.
• Participates in councils, committees, and looks for additional ways to S.E.R.V.E.
• Basic Life Support (BLS) certification (Required).

Skills

• Articulate and professional in communication.
• Strong interpersonal and customer service skills.
• Ability to multitask and prioritize effectively in a fast-paced environment.

Working Conditions

• Bending: Frequently
• Climbing: Rarely
• Concentrating: Consistently
• Continuous Learning: Frequently
• Hearing (Conversation): Frequently
• Hearing (Other Sounds): Frequently
• Interpersonal Communication: Frequently
• Kneeling: Occasionally
• Lifting <10 Lbs.: Occasionally
• Lifting 50+ Lbs.: Rarely
• Lifting <50 Lbs.: Occasionally
• Pulling: Rarely
• Pushing: Occasionally
• Reaching: Rarely
• Reading: Consistently
• Sitting: Occasionally
• Standing: Consistently
• Stooping: Rarely
• Talking: Consistently
• Thinking/Reasoning: Consistently
• Use of Hands: Consistently
• Color Vision: Consistently
• Visual Acuity (Far): Consistently
• Visual Acuity (Near): Consistently
• Walking: Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members. To achieve our vision and mission, all TriHealth team members are expected to demonstrate and live the following SERVE standards:

• Serve: ALWAYS…
  • Welcome everyone by making eye contact, greeting with a smile, and saying "hello."
  • Acknowledge when patients/guests are lost and escort them to their destination or find someone who can assist.
  • Refrain from using cell phones for personal reasons in public spaces or patient care areas.
• Excel: ALWAYS…
  • Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met.
  • Offer patients and guests priority when waiting (lines, elevators).
  • Work on improving quality, safety, and service.
• Respect: ALWAYS…
  • Respect cultural and spiritual differences and honor individual preferences.
  • Respect everyone’s opinion and contribution, regardless of title or role.
  • Speak positively about team members and other departments in front of patients and guests.
• Value: ALWAYS…
  • Value the time of others by striving to be on time, prepared, and actively participating.
  • Pick up trash, ensuring the physical environment is clean and safe.
  • Be a good steward of resources, using supplies and equipment efficiently and effectively, and look for ways to avoid waste.
• Engage: ALWAYS…
  • Acknowledge wins and frequently thank team members and others for contributions.
  • Show courtesy and compassion with customers, team members, and the community.

Schedule

Full time, 36 hours per week.

Benefits

We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include:

• Medical, dental, and vision coverage.
• Paid time off.
• Retirement savings plans.
• Tuition reimbursement.

PRN positions are not eligible for TriHealth benefits.

Location: 375 Dixmyth Ave, Cincinnati, OH 45220