Guest Services Concierge

TriHealth • Cincinnati, OH

14h • Onsite

About The Position

The Guest Services Concierge at Bethesda North Hospital helps create a welcoming and positive experience for patients, families, and visitors. Working in inpatient units or the Emergency Department, the Concierge provides compassionate, on-demand support for nonclinical needs, including wayfinding, comfort items, gathering supplies, coordinating services with volunteer teams, and information about hospital amenities and local resources. The role may include running errands for patients and care teams, assisting with discharge flow by escorting or transporting patients to the lobby, and conducting discharge follow-up calls as part of patient experience initiatives. The Concierge also serves as an on-call notary for internal customers, patients, and visitors, and reports to the Regional Manager of Patient Experience.

This highly visible role is part of Guest Services and TriHealth’s first impression. The Concierge is expected to be welcoming, professional, proactive, and attentive to service requests, while prioritizing needs and communicating expected timeframes. The position is full time on the day shift at Bethesda North Hospital.

Requirements

• High school diploma or GED.
• Degree in hospitality or a healthcare field (required).
• 1–2 years of customer service or related service-industry experience (required).
• 1–2 years of experience in customer service, hospitality management, or customer experience and customer service (required).
• Computer literate.
• Articulate.
• Professional appearance.
• Basic Life Support (BLS) certification required.

Responsibilities

• Welcome and acknowledge patients, families, visitors, and other guests, and proactively offer assistance.
• Help lost guests find their way, escorting them to their destinations or finding someone who can assist.
• Coordinate and prioritize incoming service requests, communicating timeframes and meeting customer expectations.
• Maintain a positive attitude and professional demeanor as an ambassador for the hospital.
• Provide nonclinical support to patients, families, and guests, including coordinating hospital services and sharing information about local amenities, business services, and entertainment.
• Round on patients and guests and offer comfort items.
• Gather supplies and coordinate services with volunteer teams.
• Run errands for patients and care teams, such as picking up prescriptions for patients being discharged.
• Assist with safe patient flow by escorting or transporting patients to the lobby at discharge.
• Support patient experience initiatives, which may include discharge follow-up calls.
• Provide on-call notary service to internal customers, patients, and visitors.
• Participate in councils and committees and seek additional ways to serve.
• Follow TriHealth SERVE standards, including respecting cultural and spiritual differences, addressing service breakdowns, supporting quality and safety, and using resources responsibly.

Benefits

• Competitive shift differentials.
• Opportunities for professional growth.
• Comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement. PRN positions are not eligible for TriHealth benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED