JOB SUMMARY

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Supervises the daily operations and employees of the department. Guides, provides support, acts as a positive role model, and creates an atmosphere of open communication throughout the department.

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ESSENTIAL FUNCTIONS OF THE ROLE

\n\nSupervise the daily activities of the concierge team by actively working alongside team on floor.\nInspire team members to do their best every day.\nPositively influences the patient and family experience with professionalism and compassion at all times.\nEnsures staff is informed of general hospital knowledge and are able to answer inquiries from patients, guests and vendors in a professional manner.\nEnsures courteous, timely response to all customer needs and requests; including surrounding hospital departments.\nProvide supervision to employees and handles HR functions for direct reports as assigned; including scheduling and time and attendance.\nFollow established departmental policies and procedures for the location and educate team when changes occur.\nMakes recommendations for process improvement when needed.\nServe as an escalation point for complex or complicated issues, complaints or questions presented by staff members, guests or patients of the organization.\nOversees department orientation and training to assure the skill level and knowledge of all staff assigned.\nResponsible for the training of new hires, audits, and performs annual aptitude reviews.\nProvide feedback regarding department costs (with things such as payroll, equipment maintenance, replacement equipment¨etc) in order to assist with budget compliance.\nAssist with the preventative maintenance of equipment and ensure that immediate action for equipment malfunction is taken when needed.\nPersonally greets and ensures staff greets patients and all visitors professionally and by identifying themselves.\nEnsures staff members provide excellent service to all guests and customers.\nAdhere to the methods of security and safety and complies all local, state and federal regulatory requirements.\nMay be responsible for assisting with the interviewing, acceptance and orientation of volunteers.\nMay provide gift shop support which can include answering questions, answering phone, running register and providing occasional coverage if needed.\nEnhances the volunteer program by establishing positive relationships with adult and college volunteers; assists with program needs as requested by director.\nPerforms other position appropriate duties as required in a competent, professional and courteous manner.\n\n

KEY SUCCESS FACTORS

\n\nCustomer service experience required.\nSupervisory or management experience preferred.\nKnowledge of and experience using various computerized and or radio based communication systems for assignment and dispatch.\nProficiency with computers in the Microsoft Office suite of software desired.\nExcellent communication and interpersonal skills.\nAbility to de-escalate complicated and intense situations.\nMust be able to adapt to ongoing change.\n\n

BENEFITS

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Our competitive benefits package includes the following

\n\nImmediate eligibility for health and welfare benefits\n401(k) savings plan with dollar-for-dollar match up to 5%\nTuition Reimbursement\nPTO accrual beginning Day 1\n\n

Note: Benefits may vary based upon position type and/or level

QUALIFICATIONS

\n\n\n\tEDUCATION - H.S. Diploma/GED Equivalent\n\tEXPERIENCE - 2 Years of Experience\n\tCERTIFICATION/LICENSE/REGISTRATION -\n\n\n

       Basic Life Support (BLS), Heartsaver CPR AED (HSAED): Heartsaver AED or BLS or 30 days of hire.
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