Concierge Associate

Cincinnati Children's•Cincinnati, OH

4d•$19 - $24•Onsite

About The Position

JOB RESPONSIBILITIES Guest Services - Provide or arrange for services to CCHMC guests, including but not limited to transportation, accommodations, activities within the local area, dining and shopping to serve the individual needs of patients, families, and visitors. Make proactive contact with families to assess and address their needs prior to their arrival. Develop and carry out various methods of contacting families regarding their visit to CCHMC. Monitor the arrival of out-of-town guests to ensure patients and families reach their internal destination with care providers. Intake family concerns regarding their visit to Cincinnati pertaining to housing, transportation, area attractions, and other non-clinical events and then delegate appropriate resolution or direct to appropriate staff or outside vendor. Check in with families to reassess their needs, researching and resolving any problems or requests. Coordinate lodging/transportation for international families in collaboration with Global Health and Interpreter Services; having the utmost understanding and respect for all different cultures. Resource Management - Serve as a conduit to all hospital resources. Stay current with organizational changes such as clinic locations, daily events, and changes in policies and procedures and communicate these updates clearly and positively to families and staff. Develop an awareness of local, regional, national and international resources. Maintain strong working relationships with external businesses and community organizations to which patients and or families are referred. 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. Community - Maintain good standing relationships with external establishments to provide non-clinical support services for all families. Reach out into the community to forge new relationships with other organizations to benefit families. Use social media and internal resources o market services toward target audiences. Manage Facebook and or social media page for Guest Services. Provide families with welcome and changes to information via social media and email. Data Management - Manage and document requests for information (inquiries) from families and CCHMC staff. Demonstrate critical and innovative thinking to create solutions to resolve inquiries. 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. Events - Assist in the planning, implementation, and coordination of events and programs for patients and families. Ensure safety, security and infection control guidelines are followed. 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. Participate in company-wide initiatives/projects/committees. Provide recommendations and facilitate the use of technology to enhance patient and CCHMC experience and improve marketing.

Requirements

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

Responsibilities

Guest Services - Provide or arrange for services to CCHMC guests, including but not limited to transportation, accommodations, activities within the local area, dining and shopping to serve the individual needs of patients, families, and visitors.
Make proactive contact with families to assess and address their needs prior to their arrival.
Develop and carry out various methods of contacting families regarding their visit to CCHMC.
Monitor the arrival of out-of-town guests to ensure patients and families reach their internal destination with care providers.
Intake family concerns regarding their visit to Cincinnati pertaining to housing, transportation, area attractions, and other non-clinical events and then delegate appropriate resolution or direct to appropriate staff or outside vendor.
Check in with families to reassess their needs, researching and resolving any problems or requests.
Coordinate lodging/transportation for international families in collaboration with Global Health and Interpreter Services; having the utmost understanding and respect for all different cultures.
Resource Management - Serve as a conduit to all hospital resources.
Stay current with organizational changes such as clinic locations, daily events, and changes in policies and procedures and communicate these updates clearly and positively to families and staff.
Develop an awareness of local, regional, national and international resources.
Maintain strong working relationships with external businesses and community organizations to which patients and or families are referred.
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.
Community - Maintain good standing relationships with external establishments to provide non-clinical support services for all families.
Reach out into the community to forge new relationships with other organizations to benefit families.
Use social media and internal resources o market services toward target audiences.
Manage Facebook and or social media page for Guest Services.
Provide families with welcome and changes to information via social media and email.
Data Management - Manage and document requests for information (inquiries) from families and CCHMC staff.
Demonstrate critical and innovative thinking to create solutions to resolve inquiries.
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.
Events - Assist in the planning, implementation, and coordination of events and programs for patients and families.
Ensure safety, security and infection control guidelines are followed.
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.
Participate in company-wide initiatives/projects/committees.
Provide recommendations and facilitate the use of technology to enhance patient and CCHMC experience and improve marketing.