Position Summary

Stony Brook Medicine's Concierge Services in a hospital setting encompasses many different roles and responsibilities. It is an important and concentrated area in a healthcare facility. We are responsible for the delivery of the critical components of the Patient Experience, as well as keeping the hospital compliant with the many regulatory agencies, maintaining patient safety through correct patient identification practices and providing extraordinary customer service skills in situations that are often difficult. The need for diversified skills is necessary to effectively meet regulatory requirements, carry out established visitation guidelines that include capturing visitor data, consult with nursing units, advocacy, hospital leadership, concierge leadership to establish appropriate visitation. Concierge Services encompasses the Main Lobby Information Desk and Children's Lobby and mobile Kiosk Podiums and locations.

Duties of a Concierge may include the following but are not limited to:

• Courteously greets all visitors upon arrival to the hospital.
• Oversees patient and visitor interactions in the main lobby.
• Collaborate with security with patient and visitor check in during high volume times.
• Serves as a liaison between individuals in the waiting area and clinical areas by facilitating communication among patients, family members and clinical staff.
• Regularly assesses lobby areas volume and initiates efforts to eliminate unnecessary delays.
• Coordinates efforts across Hospital departments/disciplines to identify impediments to patient flow/treatment in a timely manner.
• Answers telephones in a prompt and courteous manner, providing a high level of assistance to callers.
• Responds to visitor inquiries and/or assist them with problem solving concerns.
• Communicates with patients, visitors and staff in a courteous, respectful and service oriented manner at all times.
• Facilitates all visitors who meet visitation criteria, and respectively denies access to those who do not meet visitation eligibility.
• Utilizes Visitor Management System to accurately account for visitors and their destination.
• Enters visitor contact information and all required information in the Visitor Management System.
• Provides visitors with proper PPE based on the infection control status of the patient being visited.
• Educates visitors on the risks entering the hospital in accordance with current DOH guidelines.
• Contacts patient care units to request permission on behalf of visitors for after hour visiting.
• Uses appropriate crisis prevention and de-escalation techniques when experiencing difficult encounters.
• Appropriately escalates potential problems, issues or unusual questions to supervisor in a timely manner.
• Properly identifies patient's belongings, records belongings and communicates with the distribution team or clinical areas when necessary.
• Organizes supplies and materials at the Information Desk. Keeps all work areas clean, clutter free and well organized.
• Tracks supplies including, but not limited to printer ink, rolls of visitor passes, information handouts, PPE, etc. and promptly notifies supervisor when supplies levels are getting close to established minimum par levels.
• Facilities deliveries of mail, flowers and/or other items throughout the hospital when applicable.
• Assist with training new staff members on programs, regulations or guidelines.
• Provide Concierge assistance via mobile kiosk in designated areas throughout the hospital as assigned.
• Position may require prolonged periods of sitting, walking, lifting, standing or transporting of patients when applicable.

Qualifications

Required: Associate's degree or 2 years experience within a healthcare industry, operations/call center setting, or other fast paced, high volume, face to face, patient/customer service environment. Proficient computer skills. Ability to work independently using strong problem-solving skills. Ability to interpret guidelines and take appropriate action. Willingness and ability to quickly adapt to ongoing processes changes and/or changes in protocols. Ability to coach and train staff.

Preferred: Previous Hospital Concierge/Information Desk experience. First Responder/EMS/Emergency Management experience strongly preferred. Previous instructor/teaching/coaching experience, ability to professionally facilitate large groups.