Welcome Services Concierge-Lead

About the role

The role leads the day-to-day activities of the Concierges and provides daily work direction. The position is responsible for managing workflow among employees, coordinating services with the valet manager and hospital van services, and ensuring a smooth traffic flow at the facility entrances.

Responsibilities

• Orients and trains new employees and provides ongoing instructions.
• Keeps the manager informed of employee's performance, is aware of disciplinary policies, and makes recommendations concerning production and performance.
• Works with the manager in developing and maintaining policies and procedures.
• Provides input into performance review process and provides assignments to employees.
• Covers for the manager during absences and coordinates workflow among employees.
• Greets customers and assesses their immediate needs.
• Manages the first impression of the medical center.
• Reports any Security/Safety issues to the Public Safety Services Department immediately.
• Safeguards the working area by keeping it clean of debris, safe, and free from obstacles.
• Aids in maintaining a smooth traffic flow at the entrances to the facility.
• Assists in coordinating services with the valet manager and hospital van services.
• Assists customers with transportation needs, including arranging for taxi vouchers, bus passes, van transport, or other special needs.
• Coordinates parking needs of customers, such as valet service, tour busses, short-term visitors, etc.
• Assists customers with any transportation-related issues, including assisting them out of their vehicle, locating wheelchairs, providing directions, and escorting to their destination.
• Remains with customers who are alone or in a wheelchair until they reach their destination.

Requirements

• Typically requires 2 years of experience in service management as a concierge or greeter in a large public facility, preferably in a hospital setting.
• Licenses, registrations, and certifications are not required.
• Education: High School Graduate.
• Knowledge, Skills & Abilities:
  • Proven leadership skills.
  • Excellent communication, interpersonal, and customer service skills.
  • Ability to problem solve and work independently of direct supervision.
  • Demonstrated ability to work a flexible, customer-oriented schedule that meets the needs of Aurora guests and visitors.

Qualifications

• Preferred: Ability to push patients in a wheelchair.
• Experience using EpicFace for face-to-face customer service experience.

Skills

• Leadership skills.
• Communication and interpersonal skills.
• Problem-solving abilities.
• Flexibility to work a flexible schedule.

Benefits

• Paid Time Off programs.
• Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability.
• Flexible Spending Accounts for eligible health care and dependent care expenses.
• Family benefits such as adoption assistance and paid parental leave.
• Defined contribution retirement plans with employer match and other financial wellness programs.
• Advocate Health offers a comprehensive suite of Total Rewards, including compensation base, premium pay, incentive pay, and educational assistance programs.

Pay

$18.85 - $29.70 per hour, based on experience and qualifications.

Schedule

1st shift, 9-6:30 pm. Times may vary based on department needs. The location is open from 5am - 6:00pm.