Lead Concierge

UPMC•Pittsburgh, PA

11d•Onsite

About The Position

UPMC Mercy is hiring a Full Time Lead Concierge! This position will mainly work Monday-Friday from 10am-6:30pm with some off shift coverage as needed. The purpose of this role is to welcome, assist, and direct patients, visitors, guests, and vendors to appropriate areas of the hospital. The lead will serve as the administrative lead to the concierge team and guest services, in order to promote a safe and welcoming environment for patients and guests. The lead concierge will provide direct oversight for the concierge team and the department operations. This includes responsibility for department scheduling, team training, and ongoing improvements to the guest service program.

Requirements

High School graduate or equivalent experience.
2 years of customer/guest service experience required
Computer knowledge to access patient information.
Customer service oriented behavior.
Excellent interpersonal skills
Must possess ability to coach team

Nice To Haves

Medical terminology
Experience in hospitality

Responsibilities

Communicate by using active listening skills, appropriate nonverbal communication, oral and written communication.
Demonstrate teamwork by interacting with others to achieve goals while respecting individuals differences.
Proactively greet each patient/customer as they enter the entrance, determining the reason for visit, and anticipating and responding to customer needs, while presenting a positive image of the hospital, and treating all customers with care, courtesy, respect and concern.
Carries out supervisory responsibilities in accordance with the organization policies and applicable laws. Participates in the hiring and performance management of team.
Prepares monthly schedule and daily assignments of Concierge team to ensure hospital entrances are staffed.
Demonstrates problem solving and ability to act as a liaison between the concierge department, and other hospital departments such as parking services, public safety and security, environmental services, and transport.
Provides ongoing oversight for department workflow and employee engagement strategies to develop a high functioning team.
Performs all duties and responsibilities of concierge to meet needs of patients, family members, visitors and employees.
Coordinates stocking and supplies of the department, including hospital maps, and brochures for guest services. Participates in improvement of wayfinding, signage and guest service programs.
Develops and implements department training and orientation programs that promote service excellence and safety of hospital entrances.
Promotes patient safety, and trains staff in appropriate response to Condition L and Condition I when activated.
Exhibit positive interpersonal skills, i.e. professionalism, integrity, follow-up on commitments, respecting the viewpoints of others and accepting and supporting change.
Demonstrate the ability to solve problems through process analysis, communication and innovative thinking to obtain optimum results.