Support Services Specialist - Concierge

Coordinate and implement services to enhance the patient, family, and guest experience at University of Iowa Health Care and UI Stead Family Children’s Hospital.

Responsibilities

• Respond to inquiries online, in person, and by telephone regarding hospital and community services, programs, and amenities while adhering to privacy and confidentiality policies.
• Develop and maintain informational materials, including brochures and online resources.
• Proactively identify and address guest complaints, implementing process improvements to enhance satisfaction.
• Coordinate activities for special events, including off-hours work as needed.
• Manage Concierge Volunteers and the Volunteer Gift Guild, including scheduling, training, and supervision.
• Coordinate in-kind donations and activities related to the Use of Public Space program.
• Actively participate in hospital and community committees to improve services.
• Collaborate with departmental and community stakeholders to enhance service delivery.
• Serve as a Notary Public for patients, families, and staff, and assist with training new Notaries.
• Provide intra-hospital patient transportation via wheelchair or escort.
• Support the Lost/Found program for patient and staff belongings.
• Uphold departmental best practices, quality, and professionalism standards.
• Mentor, coach, and serve as a customer service role model for co-workers, staff, patients, and visitors.
• Complete special projects for the Guest Services department.
• Maintain proficiency with technology, including AV equipment in lobbies.
• Promote safety and security by reporting facility-related issues and communicating protocols (e.g., inclement weather).
• Develop content for event promotion using approved templates on digital flat screens.
• Gather and analyze patient satisfaction survey data to recommend improvements.
• Coordinate logistics for events in accordance with Use of Public Space guidelines.

Requirements

• Bachelor’s Degree or an equivalent combination of education and experience.
• 1–3 years of customer service experience in a healthcare, hospitality, or retail environment.
• Excellent verbal and written communication skills.
• Strong interpersonal skills and experience with service recovery and de-escalation techniques.
• Ability to multi-task in a fast-paced environment with excellent attention to detail and organizational skills.
• Proficiency with Microsoft computer applications.
• Physical ability to use a step ladder, push carts, transport patients in wheelchairs, and walk long distances.
• Valid driver’s license and authorization to drive UI Fleet Services vehicles when necessary.

Desirable Qualifications

• Proficiency in Epic Electronic Health Record.
• Experience with cash handling policies and procedures.
• Knowledge of hospital settings, policies, procedures, and services.
• Experience with Lost and Found software and Mazevo Event Software.

Skills

• Customer Interaction: Ability to utilize service recovery practices and defuse conflict.
• Effective Communications: Ability to transmit, receive, and interpret ideas and information accurately.
• HIPAA: Knowledge of policies and procedures associated with patient privacy.
• Collaboration: Ability to work positively with peers, co-workers, and external agencies to enhance service delivery.
• Problem-Solving: Proven ability to utilize resources to enhance the patient experience.
• Ethical Behavior: Demonstrated ability to make independent decisions using professional judgment.
• Cultural Competency: Ability to incorporate cultural understanding in interactions with diverse guests.

Schedule

Primary schedule: Monday – Friday, 8:00 a.m. – 5:00 p.m. Occasional off-hours, weekends, and holiday coverage may be required.