Guest Services Concierge

TriHealth • Montgomery, OH

1d • Onsite

About The Position

Join Bethesda North Hospital as a Guest Services Concierge and help create an exceptional experience for patients, families, and visitors. This highly visible, people-focused role provides a welcoming presence, assists with wayfinding and nonclinical needs, and supports patients throughout their hospital experience in keeping with TriHealth’s commitment to compassionate service.

The Hospital Concierge provides on-demand support for nonclinical needs in inpatient units or the Emergency Department. The role includes rounding on patients and guests, offering comfort items, gathering supplies, coordinating services with volunteer teams, and providing information about hospital amenities and nearby resources. The Concierge may run errands for patients and care teams, such as picking up discharge prescriptions, and may escort or transport patients to the lobby at discharge. The role may also support patient experience initiatives, including discharge follow-up calls.

The Concierge is part of Guest Services and serves as an ambassador for the hospital, coordinating service requests and providing information about hospital services, local amenities, business services, and entertainment. The position also serves as an on-call notary for internal customers, patients, and visitors. The Concierge reports to the Regional Manager of Patient Experience. This is a full-time day-shift position at Bethesda North Hospital.

Requirements

• High school diploma or GED.
• Degree in a hospitality or 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 communication.
• Professional appearance.
• Basic Life Support (BLS) certification (required).

Responsibilities

• Welcome guests, acknowledge those who may be lost, offer assistance, and help them find their way.
• Coordinate incoming service requests and prioritize them to meet the needs of internal customers, patients, and visitors.
• Communicate service timeframes, set expectations, and follow through on commitments.
• Maintain a positive attitude and professional demeanor as an ambassador for the hospital.
• Provide nonclinical support to patients, families, and guests, including information and coordination related to hospital services and local amenities.
• Round on patients and guests and offer comfort items or other nonclinical assistance.
• Gather supplies, coordinate services with volunteer teams, and run errands for patients and care teams as needed.
• Provide information about nearby stores, restaurants, business services, and entertainment.
• Serve as an on-call notary for internal customers, patients, and visitors.
• Assist with patient flow by escorting or transporting patients to the lobby at discharge.
• Support patient experience initiatives, which may include discharge follow-up phone calls.
• Participate in councils and committees and look for additional ways to S.E.R.V.E.
• Follow TriHealth SERVE standards and ALWAYS behaviors, including respecting individual preferences, improving service quality and safety, maintaining a clean and safe environment, and treating others with courtesy and compassion.

Benefits

• Competitive shift differentials.
• Opportunities for professional growth.
• Comprehensive benefits package that may include medical, dental, and vision coverage, paid time off, retirement savings plans, and tuition reimbursement.

What This Job Offers

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