Concierge - Full Time Day Shift - Wednesday, Thursday and Sunday Days Off
Job Overview
Employment Type
Full-time
Compensation
Type:
Salary
Rate:
Exact $45,372.00
Work Schedule
Standard Hours
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
Employee wellness programs
Professional development opportunities
Disability insurance
Job Description
Stony Brook Medicine is a premier healthcare institution renowned for delivering exceptional patient care and fostering a compassionate hospital environment. As part of its diverse and dynamic setting, Stony Brook’s Concierge Services play an integral role in enhancing the overall patient and visitor experience. Operating within the hospital lobby, concierge services are essential for maintaining a supportive, organized, and safe environment while ensuring compliance with numerous regulatory agencies. These services not only contribute to patient safety by enforcing correct patient identification but also provide critical support to hospital leadership, clinical staff, and visitors with excellent customer service in often challenging... Show More
Job Requirements
- Associate's degree or equivalent experience
- Minimum 2 years experience in healthcare, operations, call center or high volume customer service environment
- Proficient computer skills required
- Ability to work independently and solve problems effectively
- Ability to interpret and apply guidelines correctly
- Adaptability to changing protocols
- Ability to coach and train other staff
- Verification of degree required
- Completion of pre-employment physical examination and medical clearance
- Successful electronic reference checks with at least three professional references
- Successful completion of a 4 panel drug screen
- Compliance with regulatory pre-employment screenings
- Provide copies of any required New York State licenses or certificates
Job Qualifications
- Associate's degree or 2 years experience within 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 using strong problem-solving skills
- Ability to interpret guidelines and take appropriate action
- Willingness and ability to quickly adapt to ongoing processes changes and/or changes in protocols
- Ability to coach and train staff
- Previous Hospital Concierge/Information Desk experience preferred
- First Responder/EMS/Emergency Management experience strongly preferred
- Previous instructor/teaching/coaching experience, ability to professionally facilitate large groups
Job Duties
- Courteously greets all visitors upon arrival to the hospital
- Oversees patient and visitor interactions in the main lobby
- Collaborate with security with patient and visitor check in during high volume times
- Serves as a liaison between individuals in the waiting area and clinical areas by facilitating communication among patients, family members and clinical staff
- Regularly assesses lobby areas volume and initiates efforts to eliminate unnecessary delays
- Coordinates efforts across hospital departments/disciplines to identify impediments to patient flow/treatment in a timely manner
- Answers telephones in a prompt and courteous manner, providing a high level of assistance to callers
- Responds to visitor inquiries and/or assist them with problem solving concerns
- Communicates with patients, visitors and staff in a courteous, respectful and service oriented manner at all times
- Facilitates all visitors who meet visitation criteria, and respectively denies access to those who do not meet visitation eligibility
- Utilizes Visitor Management System to accurately account for visitors and their destination
- Enters visitor contact information and all 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 the risks entering the hospital in accordance with current DOH guidelines
- Contacts patient care units to request permission on behalf of visitors for after hour visiting
- Uses appropriate crisis prevention and de-escalation techniques when experiencing difficult encounters
- Appropriately escalates potential problems, issues or unusual questions to supervisor in a timely manner
- Properly identifies patient’s belongings, records belongings and communicates with the distribution team or clinical areas when necessary
- Organizes supplies and materials at the Information Desk
- Keeps all work areas clean, clutter free and well organized
- Tracks supplies including, but not limited to printer ink, rolls of visitor passes, information handouts, PPE, etc. and promptly notifies supervisor when supplies levels are getting close to established minimum par levels
- Facilitates deliveries of mail, flowers and/or other items throughout the hospital when applicable
- Assists with training new staff members on programs, regulations or guidelines
- Provides Concierge assistance via mobile kiosk in designated areas throughout the hospital as assigned
- Position may require prolonged periods of sitting, walking, lifting, standing or transporting of patients when applicable
Job Qualifications
Experience
Mid Level (3-7 years)
Job Location
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