Concierge Supervisor - Variable Shifts - Includes Weekend Hours

Stony Brook University • Town of Brookhaven, NY

72d • $76,407 - $95,509

About The Position

At Stony Brook Medicine, The Concierge Supervisor oversees daily lobby operations, ensuring smooth visitation processes and a positive patient and visitor experience. This role manages a large team, coordinates with multiple hospital departments to resolve issues, and facilitates events while minimizing disruptions. Responsibilities include scheduling, staff development, system oversight, budget management, and data reporting, all while demonstrating professionalism and ICARE values.

Requirements

• Bachelor's degree and more than 4 years of experience as a front-line manager providing quality customer service in a high-volume environment.
• In lieu of a Bachelor's degree, an Associate's degree with more than 6 years of experience as a front-line manager providing quality customer service in a high-volume environment.
• Verification of degree (e.g., diploma or official transcript) is required for this role.

Nice To Haves

• Bachelor's degree
• 4 or more years of experience as a front-line manager in a hospital setting

Responsibilities

• Ensure the visitation process runs smoothly and efficiently by maintaining strong communication with Nursing Units, Patient Access, and other hospital departments.
• Proactively problem-solve and de-escalate visitation issues, engaging Security, UPD, ADN, and Care Management when necessary.
• Monitor the flow and needs of patients and visitors in the lobby, working collaboratively with the Patient Experience team to improve operations.
• Engage with families and coordinate with Nursing to establish appropriate visitation plans during extenuating circumstances.
• Manage events that impact lobby operations, such as Honor Walks, press conferences, workshops, and conferences, ensuring minimal disruption to patient and visitor flow.
• Supervise daily operations of Concierge Services staff of over 40 employees, in addition to Extra Service employees and staff providing overtime support from other hospital departments.
• Develop schedules to ensure adequate coverage across all shifts while accommodating time-off requests.
• Conduct annual evaluations and ensure all employees complete mandatory training.
• Attend weekly meetings with the Revenue Cycle Team and Visitor Management Vendor to address concerns and system developments.
• Monitor daily concerns and work with the Revenue Cycle Team to achieve timely resolutions.
• Manage system downtimes during Visitor Management System upgrades.
• Educate staff house-wide on utilizing PM Conversation to communicate with the Visitor Management System.
• Collaborate with Nursing, Security, and Risk Management to implement visitor restrictions when needed.
• Maintain and manage the department budget.
• Analyze data and prepare reports.
• Consistently demonstrate professionalism, courtesy, and ICARE values in all interactions with patients, visitors, and staff.

Benefits

• Generous leave
• Health plans
• State pension
• Location pay for UUP full-time positions ($4000)
• Prorated evening shift differential - 2 evening shifts - ($2,400)
• Prorated inconvenience pay/supplemental shift differential - 2 evening shifts - ($230)

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Bachelor's degree
• Number of Employees: 11-50 employees