Guest Service Unit Concierge

Lehigh Valley Health Network•Allentown, PA

11d•Onsite

About The Position

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network. Summary The Unit Concierge serves as a representative of LVHN's Patient Experience and Guest Services Teams inside the patient care units. The primary focus of the Unit Concierge is to enhance the Patient Experience with respect to timely response to call bells, performance of rounding to assure comfort of the patients' environment. The Unit Concierge will greet patients, consistently round to assure essential elements are accessible (Phone, call bell, water, pillows, blankets, seating for visitors, and assist patients and visitors with wayfinding throughout the facility). This position has a strong focus on Customer Service and Communication skills and requires a demonstration of professionalism and empathy in a sensitive environment. The Unit Concierge must develop and maintain close relationships with clinical staff within the Patient Care Unit. The rapport with the patient is crucial in this role, as we are present to ensure a pleasant stay within the units.

Requirements

Must be 18 years old or older
Ability to communicate effectively
Ability to multi-task and establish priorities
Ability to maintain organization in a changing environment
Exhibits initiative, responsibility, flexibility and leadership
Demonstrate professionalism and empathy in a sensitive environment
Ability to use working knowledge of working environment to meet established goals & objectiives
Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Nice To Haves

Technical School Diploma

Responsibilities

Customer Relations - Greet patients and visitors while performing rounding in patient rooms.
Provide communication between clinical staff and Environmental Services and Food Services to facilitate timely resolution of issues.
Provides quality customer service to customers by providing one-on-one attention to detail.
Takes initiative in rendering service and responding to needs.
Responds rapidly and thoroughly to emergencies, special needs, spills, late trays etc. and maintains de-cluttered unit, as well as units being properly stocked to ensure patient and staff safety.
Offer amenities such as blankets, water, coffee, newspapers, in room & tablet entertainment
Demonstrates empathy and professionalism in a sensitive environment.
Assist with communication of visitation requirements and communication with other external departments as needed.
Provide wayfinding services for patients/visitors needing to transport to other departments.
Cooperate & collaborate with Unit based Staff and Leadership and participates in unit huddles as indicated.