Concierge Associate

Cincinnati Children's•Greendale, WI

1d•Onsite

About The Position

The Concierge Associate provides or arranges services for CCHMC guests, including transportation, accommodations, local activities, dining, and shopping to meet the individual needs of patients, families, and visitors. This role involves proactive contact with families to assess and address their needs before arrival, developing methods to communicate with families about their visit, and monitoring guest arrivals to ensure they reach their internal destinations safely. The associate will handle family concerns regarding housing, transportation, area attractions, and other non-clinical events, delegating resolutions or directing to appropriate staff or vendors. They will also check in with families to reassess needs and resolve any problems or requests, coordinate lodging/transportation for international families with cultural sensitivity, and serve as a liaison to hospital resources. Staying current with organizational changes and communicating them clearly is essential. The role requires developing an awareness of local, regional, national, and international resources, maintaining strong working relationships with external businesses and community organizations, and collaborating on plans for hospital inclement weather lodging needs. Management of the Patient Shuttle in collaboration with Transportation is also a responsibility. Additionally, the Concierge Associate will foster community relationships, forge new ones to benefit families, market services through social media and internal resources, manage the Guest Services social media page, and provide updates via social media and email. Data management includes documenting inquiries, demonstrating critical thinking for solutions, maintaining data for patient appointments and Ronald McDonald House room eligibility, and assisting with department statistics and trends. Event support involves planning, implementation, and coordination of events and programs for patients and families, ensuring safety and infection control guidelines are followed. The role also includes providing point of sale education, maintaining daily operations of the Safety Resource Center, collaborating on special projects, conferences, and committees, and providing recommendations for technology to enhance patient experience and marketing.

Requirements

High school diploma or equivalent
2+ years of work experience in a related job discipline

Responsibilities

Provide or arrange services for CCHMC guests, including transportation, accommodations, local activities, dining, and shopping.
Make proactive contact with families to assess and address their needs prior to their arrival.
Monitor the arrival of out-of-town guests to ensure patients and families reach their internal destination with care providers.
Handle family concerns regarding housing, transportation, area attractions, and other non-clinical events, delegating resolutions or directing to appropriate staff or vendors.
Coordinate lodging/transportation for international families in collaboration with Global Health and Interpreter Services.
Serve as a conduit to all hospital resources and stay current with organizational changes.
Develop an awareness of local, regional, national and international resources.
Maintain strong working relationships with external businesses and community organizations.
Collaborate with MPS and Disaster Management to create and implement plan for hospital inclement weather lodging needs and requests for employees and staff.
Manage Patient Shuttle in collaboration with Transportation.
Reach out into the community to forge new relationships with other organizations to benefit families.
Use social media and internal resources to market services toward target audiences.
Manage Facebook and/or social media page for Guest Services.
Manage and document requests for information (inquiries) from families and CCHMC staff.
Maintain data for daily and/or upcoming appointments for patients and room eligibility for Ronald McDonald House.
Assist with reporting of department statistics and trends.
Assist in the planning, implementation, and coordination of events and programs for patients and families.
Provide point of sale education and maintain daily operations of the Safety Resource Center.
Collaborate with Leadership on special projects, conferences, educational programs, and committees as needed and requested.
Provide recommendations and facilitate the use of technology to enhance patient and CCHMC experience and improve marketing.