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Lead ED Concierge

  • Job ID: 206035672
  • Status: Full-Time
  • Regular/Temporary: Regular
  • Hours:
  • Shift: Day Job
  • Facility: UPMC Hamot
  • Department: Patient Services Program
  • Location: 201 State St, Erie PA 16550
  • Union Position: No
  • Salary Range: $13.10 to $19.86 / hour

Description

Purpose:
Patients, visitors, guests and vendors are welcomed, assisted and directed to appropriate areas of the hospital.

Responsibilities:
  • Checks on details to create pleasant environment for visitors and patients.
  • Prioritize and expedites patients to appropriate areas for treatment.
  • Actively cares for presentation of lobby areas. Keeps areas neat and tidy. Initiates response from support departments to keep areas clean.
  • Responsible for providing service-based education, orientation and otherwise develop the concierge team
  • This role partners with AVI (vending machine) to provide service to the ED customer in a timely fashion
  • This role partners with ED and Victory management to develop and execute disciplinary action for concierge staff
  • Develops concierge staff work schedules.
  • Establish and maintain positive, caring relationship with executives, managers, physicians, non-physician providers, ancillary and support staff, other departments and patients/families
  • Performs duties of concierge desk to meet needs of patients, family members, visitors and employees.
  • Demonstrates and maintains the knowledge and skills necessary to provide appropriate level of care to the ages of customers serviced including principles of growth and development. Assess and interpret data and information relative to the customer's age-specific needs as related to all ages of customers that present for treatment.
  • Demonstrate teamwork by interacting with others to achieve goals while respecting individual differences, sharing credit and accountability for outcomes, and encouraging, supporting, and actively participating in work activities.
  • Apply technical skills and knowledge in a focused, in depth specialty area.
  • This role partners with ED and Victory management for selection and hiring of concierge staff
  • Promotes patient safety.
  • Direct volunteers to meet needs of customers.
  • Exhibit positive interpersonal skills, i.e. professionalism, integrity, follow-up on commitments, respecting the viewpoints of others and accepting and supporting change.
  • Demonstrate the ability to solve problems through process analysis, communication and innovative thinking to obtain optimum results.
  • Proactively greet each patient/customer as they enter the entrance, determining the reason for visit, and anticipating and responding to customer needs, while presenting a positive image of the hospital, and treating all customers with care, courtesy, respect and concern.
  • Communicate by using active listening skills, appropriate nonverbal communication, oral and written communication.

Qualifications

  • High School graduate or equivalent experience required 
  • 1 year of customer service or related experience required 
  • Computer knowledge to access patient information. 
  • Customer service oriented behavior. 
  • Prior experience in a customer service hospital or medical environment preferred. 
  • Knowledge of medical terminology preferred.

Licensure, Certifications, and Clearances:
  • Cardiopulmonary Resuscitation (CPR)
  • Act 34

  • UPMC is an Equal Opportunity Employer/Disability/Veteran

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       Current UPMC employees must apply in HR Direct

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