Patient Experience & Guest Services Concierge

Stony Brook Southampton Hospital, a vital part of Stony Brook Medicine, offers high-quality academic-based medical care in the charming village of Southampton, New York. Positioned two hours from New York City, this hospital caters to a diverse patient population that expands from about 75,000 residents in the winter to an influx of over 300,000 people during the summer months, including second homeowners and vacationers. The hospital is recognized as a Long Island Top Workplace by Newsday, known for its commitment to providing excellent care and fostering a supportive work environment. As part of the Stony Brook Medicine network, the facility benefits from a robust integration of health services and academic expertise, ensuring patients receive comprehensive and advanced medical treatment. Moreover, the hospital operates in partnership with StaffCo, a professional employer organization that handles employment administration, including payroll and human resources, while SUNY Stony Brook oversees clinical operations and compliance. This partnership ensures smooth operational management and labor relations, maintaining a workplace governed under private sector standards.

The Patient Experience & Guest Services Concierge position at Stony Brook Southampton Hospital plays a pivotal role in enhancing the overall patient and visitor experience. This full-time role is scheduled during day shifts from 5:30 AM to 1:30 PM, offering a competitive salary range of $58,500 to $67,000, commensurate with experience. The Concierge anchors the front lobby by welcoming patients and guests with professionalism and empathy, assisting with directions, and facilitating a smooth admitting process in coordination with Patient Access Services. Beyond greeting visitors, the role demands active monitoring of hospital patient census and tracking systems, up-to-date knowledge of visitor restrictions, and an understanding of the Emergency Department patient flow to support the Guest Services team effectively.

Further responsibilities include addressing patient complaints and grievances in real time by using hospital-specific reporting tools, ensuring that unresolved issues are promptly escalated to management. The Concierge also supports patient experience initiatives through inpatient and Emergency Department rounding programs, utilizing tools like the iRounds platform to gather data that inform ongoing improvements. Additionally, the position contributes to planning and coordinating patient and employee engagement events, bolstering community relations and internal morale.

Physical demands include standing and walking throughout 75% of the shift, acute auditory and visual capabilities, and the ability to assist patients in wheelchairs as necessary. As part of a healthcare environment, the role may require occasional travel to support other hospital locations, adherence to strict smoke-free policies, and compliance with safety protocols, including respiratory protection standards.

The ideal candidate possesses strong interpersonal, communication, and multitasking skills, along with computer literacy and excellent organizational abilities. Experience in healthcare, revenue cycle, business office environments, or customer service fields is preferred, supported by at least an associate’s degree in a healthcare or business-related discipline. Stony Brook Southampton Hospital is devoted to diversity, equity, and inclusion, encouraging applicants from all qualified backgrounds to apply. Candidates must successfully pass pre-employment screenings, including physical exams, drug testing, and reference checks before starting.