Job Overview
Employment Type
Full-time
Work Schedule
Flexible
Benefits
Health Insurance
Dental Insurance
Paid Time Off
Retirement Plan
employee wellness program
flexible scheduling
Professional development opportunities
Job Description
Aurora Medical Center is a vibrant and multifaceted healthcare facility dedicated to providing exceptional medical care and customer service to patients, visitors, and staff. As one of the leading hospitals in the region, Aurora prioritizes a welcoming environment where each interaction is personalized and positive, ensuring that everyone who enters the center feels valued and supported. The medical center continually invests in staff development and fosters a culture of teamwork and excellence, aiming to set a high standard for patient-centered service and operational efficiency in the healthcare industry.
This particular role focuses on leadership within the Concierge department, overseeing day-to-day activities and ensuring the delivery of first-class service at the facility’s points of entry. The Concierge Lead plays a critical role not only in managing a team of concierge staff but also in shaping the first impressions of the medical center. The position requires a dynamic individual who can inspire a team, manage operational workflow, and provide guidance in customer service excellence. As the Concierge Lead, you will serve as a vital resource for visitors and patients, providing personal assistance ranging from directions and transportation coordination to addressing special service needs. This leadership role demands excellent communication skills, problem-solving abilities, and a strong commitment to maintaining a welcoming and safe environment.
The responsibilities include orienting and training new concierge staff, monitoring performance, and ensuring that policies and procedures are consistently enforced and improved upon. You will work collaboratively with management to recommend discipline and performance strategies and assist in the employee review process. From managing keys and departmental resources to ensuring the cleanliness and safety of workspaces, the Concierge Lead is integral to efficient facility operations. Additionally, you will be entrusted with maintaining smooth traffic flow around the center, coordinating parking needs, facilitating transportation services, and addressing safety or security concerns promptly.
With a requirement of typically two years of experience in a similar role, preferably within a hospital or large public facility, the ideal candidate is a proven leader comfortable working independently and managing diverse customer interactions. Physical stamina is essential as the role requires prolonged standing, walking, the ability to push wheelchairs, and exposure to outdoor elements. Familiarity with healthcare systems like Epic and experience in direct face-to-face customer service are preferred qualifications. This position offers the opportunity to make a significant impact on the guest experience and operational success of a trusted medical institution while working in a dynamic, customer-focused environment.
This particular role focuses on leadership within the Concierge department, overseeing day-to-day activities and ensuring the delivery of first-class service at the facility’s points of entry. The Concierge Lead plays a critical role not only in managing a team of concierge staff but also in shaping the first impressions of the medical center. The position requires a dynamic individual who can inspire a team, manage operational workflow, and provide guidance in customer service excellence. As the Concierge Lead, you will serve as a vital resource for visitors and patients, providing personal assistance ranging from directions and transportation coordination to addressing special service needs. This leadership role demands excellent communication skills, problem-solving abilities, and a strong commitment to maintaining a welcoming and safe environment.
The responsibilities include orienting and training new concierge staff, monitoring performance, and ensuring that policies and procedures are consistently enforced and improved upon. You will work collaboratively with management to recommend discipline and performance strategies and assist in the employee review process. From managing keys and departmental resources to ensuring the cleanliness and safety of workspaces, the Concierge Lead is integral to efficient facility operations. Additionally, you will be entrusted with maintaining smooth traffic flow around the center, coordinating parking needs, facilitating transportation services, and addressing safety or security concerns promptly.
With a requirement of typically two years of experience in a similar role, preferably within a hospital or large public facility, the ideal candidate is a proven leader comfortable working independently and managing diverse customer interactions. Physical stamina is essential as the role requires prolonged standing, walking, the ability to push wheelchairs, and exposure to outdoor elements. Familiarity with healthcare systems like Epic and experience in direct face-to-face customer service are preferred qualifications. This position offers the opportunity to make a significant impact on the guest experience and operational success of a trusted medical institution while working in a dynamic, customer-focused environment.
Job Requirements
- High school diploma
- Typically 2 years of experience in concierge or customer service management
- Proven leadership experience
- Excellent communication skills
- Ability to problem solve independently
- Flexible with working hours
- Physical ability to stand and walk for extended periods
- Ability to handle exposure to outdoor weather
- Ability to push, pull, and lift approximately 50 lbs
- Ability to communicate with diverse populations
- Willingness to perform additional related duties as assigned
Job Qualifications
- High school graduate
- Minimum of two years’ experience in concierge or service management in a large public facility, preferably in healthcare
- Proven leadership skills
- Excellent communication and interpersonal skills
- Strong customer service orientation
- Ability to work independently and solve problems
- Flexibility to work customer-oriented schedules
- Experience with Epic preferred
- Face-to-face customer service experience preferred
- Ability to push wheelchairs preferred
Job Duties
- Leads the day-to-day activities of the concierge team
- Provides daily work direction and training to staff
- Monitors employee performance and recommends disciplinary actions
- Collaborates with management to develop policies and procedures
- Coordinates workflow and assignments among employees
- Greets and assesses customers’ needs upon arrival
- Ensures a positive first impression of the medical center
- Manages keys, pass cards, and department resources
- Reports security and safety issues promptly
- Maintains a clean, safe, and obstacle-free work area
- Assists in traffic flow management at facility entrances
- Coordinates transportation and parking services for customers
- Provides direct assistance including wheelchair support and escorting customers
- Verifies destination information using admitting systems and stays with customers as needed
Job Criteria
Experience
Mid Level (3-7 years)
Job Location
Your Profile Is Visible To Hiring Managers Across OysterLink.
We'll match you with best jobs
Get job offers faster
Search For More Opportunities:
How Candidates Get Hired Faster
Apply to 2–3 similar roles
Complete profile & get best matches
Check new opportunities daily
