Welcome Services Concierge-Lead

American Addiction Centers•Milwaukee, WI

2d•Onsite

About The Position

This full-time position is responsible for leading the day-to-day activities of the Concierges and providing daily work direction. The role involves exceeding expectations and personalizing the care and service of each customer greeted at the assigned point of entry, acting as a resource for customers arriving and departing from the medical center. The position also includes orienting and training new employees, coordinating workflow, and ensuring the working area is clean, safe, and free from obstacles. The Concierge-Lead will manage the first impression of the medical center, report security/safety issues, and assist with maintaining smooth traffic flow at entrances. Additionally, they will help customers with transportation needs, parking arrangements, and offer general assistance such as locating wheelchairs, providing directions, and escorting patients.

Requirements

Typically requires 2 years of experience in service management as a concierge or greeter in a large public facility, preferably in a hospital setting.
Proven leadership skills.
Excellent communication, interpersonal, and customer service skills.
Ability to problem solve and work independent of direct supervision.
Demonstrated ability to work a flexible, customer-oriented schedule that meets the needs of Aurora guests and visitors.
Ability to stand, walk and/or run throughout work area approximately 95% of the workday.
Ability to withstand exposure to weather elements 95% of the workday.
Ability to push, pull, and lift approximately 50 lbs.
Ability to communicate with a diverse population of customers.
Ability to tolerate minimal exposures of odors from auto emissions/gasoline.
Operates all equipment necessary to perform the job.

Nice To Haves

Ability to push patients in a wheelchair
Experience using Epic
Face to face customer service experience

Responsibilities

Orients and trains new employees and provides ongoing instructions.
Keeps the manager informed of employee's performance, is aware of disciplinary policies, and makes recommendations concerning production and performance.
Works with the manager in developing and maintaining policies and procedures.
Provides input into performance review process and provides assignments to employees.
Coordinates and maintains workflow amongst employees.
Responsible for all department keys, pass cards, etc.
Greets customers and assesses their immediate needs.
Successfully manages the first impression of the medical center.
Reports any Security/Safety issues to the Public Safety Services Department immediately.
Assures working area is clean of debris, safe, and free from obstacles.
Assists in maintaining a smooth traffic flow at the entrances to the facility.
Assists customers with transportation needs, i.e., taxi vouchers, bus passes, van transport, or other special needs.
Makes arrangements for parking needs of customers, i.e., valet service, tour busses, short-term visitors, etc.
Assists in the coordination of services with the valet manager and hospital van services.
Offers assistance in any way necessary to include assist out of their vehicle, locate wheelchairs, provide directions, escort to destination, etc.
Utilizes Admitting or other departments to verify destination and remains with the customer if they are alone or in a wheelchair.

Benefits

Base compensation listed within the listed pay range based on factors such as qualifications, skills, relevant experience, and/or training
Premium pay such as shift, on call, and more based on a teammate's job
Incentive pay for select positions
Opportunity for annual increases based on performance
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program