Concierge

To ensure the highest quality inter-action with patients, visitors, vendors and the general public who enter the hospital campus in a safe, cultural and linguistically appropriate environment.  The security concierge provides accurate and timely information as well as courteous service to the public and hospital personnel and at all times uses discretion while maintaining a safe and secure facility location.

The concierge works under the supervision of the Administrative Manager for Patient Experience.  The incumbent will:                               

1. →Actively greet and welcome all arrivals; ensure eye contact as well as timely and pleasant greeting; handles resistance with grace and professionalism.

1. →Access patient location and pertinent information such as any visitor restrictions; issue and collect patient visitor passes; direct inquiries as necessary with respect to overnight pass request.

1. →Direct patient and visitors to appropriate service locations, explain visitor and vendor policies as well as answer visitor and vendor inquiries; is helpful and when appropriate, encouraging.

1. →Provide information on hospital service; maintain brochures and other printed materials on services provided & service locations.

1. →Respond as needed to the language access needs of presenting individuals securing the needed equipment in keeping with established protocols.

1. →Answer telephone inquiries, including the service locations, the transportation routes and directions; secure wheelchair service when needed.

1. →Participate in hospital public awareness campaigns; assist in development and maintenance of closed cable TV information, of audio overhead PSA messages, and of the availability and distribution of printed materials in Lobby; monitors Lobby bulletin board announcements to ensure authorized for posting.

1. →Maintain control of the lobby waiting area including lights, PSA music and TV; be watchful for and respond to any alarming situations; ensure area is maintained in clean and attractive appearance with light housekeeping and reporting any perceived negative physical conditions.

1. →Establish and maintain a resource directory on community vendors particularly for needs not met in hospital

1. →Serve as a resource to ALWAYS Caring and other volunteer program members, engage program members in hospital-related activities.

1. →Provide coverage for vacations and sick time as needed.

1. →Any duty as may be assigned within the scope of the job.

• Promote a safe, cooperative and professional healthcare environment to ensure optimum patient care consistent with SBH policies.
• Adheres to all hospital policies, procedures, rules and regulations, including but not limited to absenteeism, ETIME, cellular phone usage, dress code, and rules of conduct.
• Makes customer service a priority, treating customers (patients, visitors, and co-workers) in a professional manner exercising courtesy and tact.  Effectively communicates with patients and others about SBH services in their area(s) of expertise or responsibility and ensures that concerns, questions or issues reach the right person(s) in SBH in a timely manner.

• Minimum Education                                                                                                           
• High School diploma/GED
• Minimum Licensing Requirements                                                                                    
• Security license
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• Minimum Certification Requirements                                                                              
• N/A
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• Minimum Computer Skills                                                                                                 
• Basic computer skills
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• General Skills                                                                                                                       
• Bi-lingual conversational English/Spanish