Concierge Lead

Employment Type:

Full time

Rotating Shift

Under the supervision of the Volunteer Services Supervisor, the Patient Ambassador Lead will assist with scheduling, training and overall daily functions of the department. In addition, this position will assist with oversight of Mercy One’s screening program and ensure that all areas of the hospital are staffed and managed as directed.

• Works independently with direction from the Volunteer Services Supervisor using standards of customer service and culture, policies, and professional judgement.
• Acts as liaison between the Patient Access/Registration, Information Desk Conierges, and volunteers.
• Provides guidelines for department staffing needs and assists with department scheduling and coverage.
• Collaborates with Manager to establish and enforce performance criteria for the Concierge Team.
• Orients/trains colleagues in performance criteria.
• Creates a warm and welcoming environment for all patients, families, visitors, and colleagues.
• Models excellent customer service, interpersonal skills, and professional abilities when interacting with all persons.
• Directs and guides patients and visitors to various sites, locations and areas within Mercy One Medical Center, along with offering resource materials and general informational assistance.
• Exhibits the ability to work in a team environment and collaborate with a variety of professionals, patients and their families, colleagues, medical staff, and the public while performing duties.
• Explains and assists in the implementation of hospital policies and procedures for visitors, patients, the public, and colleagues.
• Assist in identifying and providing guidance in resolving operational issues.
• Coordinate general information desk and Concierge activities.
• Provides coverages for all areas within department to ensure appropriate staffing coverage at all times.
• Assist in facilitating training of new hires and other training initiatives.
• Assists with handling of non-clinical patient complaints.
• Maintains inventory of front office supplies.
• Demonstrates appropriate and effective written, verbal, and nonverbal communication. Maintains confidentiality of information and abides by organizational compliance guidelines
• Participates in patient rounding and visitor rounding to ensure the best possible experience. Acts as a liaison between patients and clinical staff as needed.
• Maintains positive communication between the department, the organization, and key stakeholders
• Provide support to Kronos/UKG timekeeping application to ensure accurate reporting.
• All other duties as assigned.

The job summary and responsibilities listed above are designed to indicate the general nature of the work performed within this job. They are not designed to contain or be interpreted as a comprehensive inventory of all job responsibilities required of employees assigned to this job. Employees may be required to perform other duties as assigned.

• High School Diploma or equivalent required
• Postsecondary education preferred

• Completion of Mandatory Reporter abuse training specific to the population served within three (3) months of hire

• Minimum of 3 years of customer service experience demonstrating:
• Emotional intelligence
• Proactive and inquisitive approach
• Resourcefulness and compassion
• Ability to work autonomously
• Basic computer skills
• Ability to read, write, and speak English fluently
• Valid driver’s license and ability to operate a variety of automobiles
• Experience working in a healthcare setting preferred
• Must be comfortable operating in a collaborative, shared environment.
• Must possess a personal presence that is characterized by a sense of honesty, integrity, and caring with the ability to inspire and motivate others to promote the philosophy, mission, vision, goals, and values of Trinity Health.

Rooted in our Mission and Core Values, we honor the dignity of every person and recognize the unique perspectives, experiences, and talents each colleague brings. By finding common ground and embracing our…