Millcreek Community Hospital, an Equal Opportunity Employer is seeing Full Time and Part Time Hospital Concierge to join our team.

Job Summary: The Hospital Concierge is responsible for enhancing the overall patient experience by providing personalized services and support to patients, their families, and visitors. This role involves assisting with a variety of non-medical tasks to ensure comfort, convenience, and a positive experience during their stay at the hospital. The concierge will act as a liaison between patients and hospital staff, offering assistance with navigating hospital facilities, coordinating requests, and addressing any concerns in a timely and efficient manner.

Key Responsibilities:

• Guest and Patient Support:
• Provide exceptional customer service to patients, family members, and visitors.
• Assist patients with non-medical needs such as arranging transportation, making reservations for accommodations, or offering local information.
• Respond to inquiries about hospital services, amenities, and facilities in a friendly, efficient, and empathetic manner.
• Navigation Assistance:
• Assist patients and visitors in navigating hospital departments, clinics, and services.
• Provide directions and information about hospital layout, parking, and available services.
• Coordination of Services:
• Coordinate and fulfill patient and family requests for additional services such as food, flowers, gifts, and special accommodations.
• Assist patient to access hospital’s patient portal system.
• Assist patient for completion of hospital reviews.
• Personalized Patient Care:
• Offer recommendations and arrange services based on patient preferences (e.g., meal options, entertainment, accommodations).
• Maintain a library of entertainment options for patients to include magazines, newspapers, and crossword puzzles.
• Offer patient’s entertainment options from the library of options.
• Help organize support services for patients, such as spiritual care, social services, or volunteer assistance.
• Assemble welcome baskets and place in the patient rooms prior to a patient’s admission. Follow up with the patient after admission to ensure toiletry needs are met within the welcome basket
• Send out follow up communication post discharge.
• Problem Resolution:
• Address patient and visitor concerns promptly and work with the relevant departments to resolve issues quickly and professionally.
• Ensure patient satisfaction and follow up on any pending issues or requests to guarantee they are addressed.
• Administrative Duties:
• Maintain a log of patient requests and feedback for continuous improvement of services.
• Assist in maintaining an up-to-date knowledge of hospital services, policies, and emergency procedures.
• Assist with administrative tasks as assigned, including data entry, maintaining patient service records, and preparing reports.
• Identify trends in customer issues and suggest improvements to enhance the customer experience and participate in meetings to address trends.
• Conduct internal patient satisfaction surveys with patient and family and follow trends with areas of concern.
• Collaboration and Communication:
• Collaborate with other hospital departments, including nursing, social services, food services, and patient services, to ensure a smooth patient experience.
• Provide clear communication to staff regarding patient needs and requests.
• Cultural Sensitivity:
• Ensure services are provided with respect to patients’ cultural, religious, and personal preferences.
• Maintain a compassionate and professional demeanor, especially in high-stress situations.

Customer Service:

• Provide courteous, respectful, and empathetic assistance to patients and their families.
• Maintain patient confidentiality and uphold the facility’s policies regarding privacy and dignity.
• Participate in hospital wide patient satisfaction training.

Safety & Compliance:

• Adhere to all hospital safety protocols and infection control procedures during patient interactions.
• Report any equipment malfunctions, hazards, or patient incidents immediately.
• Maintain patient confidentiality.

Qualifications:

• Education: High school diploma or equivalent required;
• Experience: Prior experience in customer service, hospitality, or healthcare settings preferred. Experience in a concierge or patient services role is an advantage.
• Skills:
• Excellent interpersonal and communication skills.
• Strong problem-solving abilities and resourcefulness.
• Ability to handle sensitive and confidential information with discretion.
• Strong organizational skills and attention to detail.
• Ability to work independently and as part of a team in a fast-paced environment.
• A friendly, empathetic, and professional demeanor.

• Technical Skills: Proficiency with computer systems and the ability to learn hospital-specific software tools.Working Conditions:

• Full-time position with a flexible schedule.
• Some physical activity required (e.g., walking between departments, assisting with light lifting).
• Work may involve interacting with individuals in stressful or emotional situations, requiring patience and empathy.