Concierge - Part Time Evening Shift; Thurs​/Fri Sat

Overview

Job Description - Concierge - Part Time Evening Shift (Thurs/Fri 5:30-10:30p Sat 1-11:30p) (2504412)

Position Summary

Stony Brook Medicine's Concierge Services in a hospital setting encompasses many different roles and responsibilities. It is an important and concentrated area in a healthcare facility. We are responsible for the delivery of the critical components of the Patient Experience, as well as keeping the hospital compliant with the many regulatory agencies, maintaining patient safety through correct patient identification practices and providing extraordinary customer service skills in difficult situations.

The need for diversified skills is necessary to effectively meet regulatory requirements, carry out established visitation guidelines that include capturing visitor data, consult with nursing units, advocacy, hospital leadership, concierge leadership to establish appropriate visitation. Concierge Services encompasses the Main Lobby Information Desk, Children’s Lobby, and mobile Kiosk Podiums and locations.

Duties of a Concierge (may include the following, but are not limited to):

• Courteously greets all visitors upon arrival to the hospital.
• Oversees patient and visitor interactions in the main lobby.
• Collaborates with security during high-volume check-in periods.
• Acts as a liaison between waiting area individuals and clinical staff by facilitating communication among patients, family members and clinical staff.
• Regularly assesses lobby area volume and initiates efforts to eliminate unnecessary delays.
• Coordinates efforts across hospital departments to identify impediments to patient flow and treatment in a timely manner.
• Answers telephones promptly and courteously, providing a high level of assistance to callers.
• Responds to visitor inquiries and assists with problem solving concerns.
• Communicates with patients, visitors and staff in a courteous, respectful and service-oriented manner at all times.
• Facilitates visitation for eligible visitors and denies access to those who do not meet criteria.
• Utilizes Visitor Management System to account for visitors and their destination.
• Enters visitor contact information and required information in the Visitor Management System.
• Provides visitors with proper PPE based on the infection control status of the patient being visited.
• Educates visitors on risks of entering the hospital in accordance with current DOH guidelines.
• Contacts patient care units to request permission for after-hours visiting on behalf of visitors.
• Uses crisis prevention and de-escalation techniques when encountering difficult situations.
• Escalates potential problems or unusual questions to supervisor in a timely manner.
• Identifies patient belongings, records belongings, and communicates with distribution or clinical areas when necessary.
• Organizes supplies at the Information Desk; keeps work areas clean and organized.
• Tracks supplies (e.g., printer ink, visitor passes, information handouts, PPE) and notifies supervisor when supplies are low.
• Facilitates deliveries of mail, flowers and/or other items throughout the hospital when applicable.
• Assists with training new staff on programs, regulations, or guidelines.
• Provides Concierge assistance via mobile kiosk in designated areas as assigned.
• Position may require prolonged periods of sitting, walking, lifting, standing, or transporting of patients when applicable.

Qualifications

Required: Associate's degree or 2 years of experience in a healthcare industry, operations/call center setting, or other fast-paced, high-volume, face-to-face patient/customer service environment. Proficient computer skills. Ability to work independently with strong problem-solving skills. Ability to interpret guidelines and take appropriate action. Willingness and ability to quickly adapt to ongoing process changes and/or protocol changes. Ability to coach and train staff.

Preferred: Previous Hospital Concierge/Information Desk experience. First Responder/EMS/Emergency Management experience strongly preferred. Previous instructor/teaching/coaching experience; ability to facilitate large groups professionally.

Please Note: Verification of degree (e.g., diploma or…