Guest Services Concierge

TriHealth•Cincinnati, OH

5h•Onsite

About The Position

As a Hospital Concierge at Good Samaritan Hospital, you will be the welcoming face of TriHealth, creating a positive first impression for patients, families, and visitors from the moment they arrive. In this highly visible role, you'll provide exceptional customer service by offering directions, answering questions, assisting with wayfinding, and helping ensure a smooth and compassionate experience throughout the hospital. If you enjoy connecting with people, making a meaningful difference in someone's day, and being part of a team dedicated to delivering exceptional patient-centered care, this is an opportunity to serve your community while working in a supportive and mission-driven environment. At TriHealth, you'll be valued for your compassion, professionalism, and commitment to creating a welcoming experience for everyone who walks through our doors. The Hospital Concierge plays a vital role in enhancing the overall patient experience by providing compassionate, on demand support that addresses nonclinical needs for patients, families, and guests. Working in inpatient units or the Emergency Department, the Concierge serves as a welcoming and helpful presence, ensuring that every interaction contributes to comfort, ease, and a positive hospital experience. Concierge responsibilities include rounding on patients and guests, offering comfort items, and providing nonclinical support such as wayfinding, gathering supplies, or coordinating services with volunteer teams. The Concierge may run errands on behalf of patients and care teams—such as picking up prescriptions for those being discharged—and may assist with safe patient flow by escorting or transporting patients to the lobby at discharge. Additionally, the Concierge provides information about hospital amenities and local resources, including nearby stores and restaurants. They also support broader patient experience initiatives, which may include conducting discharge follow up phone calls to ensure a smooth transition of care. The Concierge reports to the Regional Manager of Patient Experience.

Requirements

High School Diploma or GED Degree in Hospitality/Healthcare Field (Required)
1 - 2 years experience Customer Service or related service industry (Required)
1 - 2 years experience Customer Service Hospitality Management Customer Experience and Customer Service (Required)
Computer literate
Articulate
Professional appearance
Participates in councils, committees, and looks for additional ways to S.E.R.V.E.
Basic Life Support (BLS) Required

Responsibilities

Acts as a team member of Guest Services, part of the signature TriHealth first impression and will display behaviors such as warm welcoming, acknowledging every guest, proactively asking if there is anything else to help with, helping lost guests find their way, etc.
Coordinates incoming requests for service, effectively prioritizing in an effort to meet internal customer needs as well as the needs of our patients and visitors. This includes effectively communicating timeframes and setting a high level of expectation and delivering on that expectation as it pertains to customers.
Demonstrates a positive attitude and professional demeanor, serving as an ambassador for the hospital and encouraging other employees to do the same. This outcome will be evidenced by rounding from the immediate supervisor and noted in monthly meetings, coaching sessions, as well as the yearly performance evaluation system.
Provides non-clinical support services to patients/families/guests, i.e. information/coordination of hospital services, information about local area amenities, business services, entertainment, etc.
The Hospital Concierge will serve as an on-call notary service for internal customers, patients and visitors in addition to their daily tasks.
A primary work location will be assigned but occasionally the Hospital Concierge will be asked to float to other locations across the system in order to meet internal customer needs as well as the staffing needs of the department