Welcome Services Concierge-Lead

Aurora Health Care is a leading healthcare provider committed to delivering exceptional medical services and patient-centered care. With a network of hospitals, clinics, and specialized health programs, Aurora Health Care focuses on improving the wellbeing of individuals and communities through comprehensive and innovative healthcare solutions. Known for its dedication to excellence, compassion, and patient satisfaction, Aurora creates a supportive environment for both patients and staff, promoting continuous improvement and personalized attention.

The role of Concierge Team Lead is a pivotal position within the organization, responsible for supervising and guiding the concierge team that serves as the first point of contact for visitors and patients at the medical center. This full-time position demands a professional who excels in customer service, leadership, and operational management within a hospital setting. The Concierge Team Lead ensures that all visitors receive exceptional care and support, managing day-to-day activities, orchestrating smooth workflow, and providing personalized assistance that enhances the overall patient and visitor experience.

This role goes beyond routine supervision by actively engaging in training new employees, monitoring staff performance, and collaborating with management to develop and maintain departmental policies and procedures. The Concierge Team Lead also plays a crucial role in safety and security by promptly addressing any safety or security concerns and maintaining a clean and organized work environment. A fundamental aspect of the job is to facilitate excellent communication and coordination among the concierge staff, valet services, and hospital transportation to meet the diverse needs of customers, including transportation arrangements and special assistance such as wheelchair support and escorting patients to destinations within the facility.

The ideal candidate will have a minimum of two years experience in service management, preferably in a hospital concierge or greeter role, and demonstrated ability to lead a team effectively. Excellent communication and interpersonal skills are essential, alongside the capability to work independently and handle flexible schedules that respond to the varying demands of a hospital environment. Physical stamina is important, as the position requires significant standing, walking, and occasional lifting or pushing of up to 50 pounds. Familiarity with hospital systems such as Epic and face-to-face customer service experience are considered assets. Overall, this position is designed for a proactive professional dedicated to providing an exceptional experience for every visitor and patient from the moment they enter the medical center.