Concierge PT Eve (Th/Fri 5:30pm-10:30pm, Sat 1pm-11:30pm)

Stony Brook University; Stony Brook (NY); On-site; USD 23,000 - 32,000; Part time

Job summary

Stony Brook University is seeking a part-time Concierge Eve to support the hospital's Concierge Services. Responsibilities include greeting visitors, coordinating with nursing units, and serving as a liaison between patients, families and staff.

The role emphasizes customer service, infection control education, and collaboration across departments. Pre-employment requirements and a responsive, solution-oriented mindset are expected.

Qualifications

• Associate's degree or 2 years experience in healthcare/fast-paced patient/customer service environment.
• Proficient computer skills and ability to work independently.
• Ability to interpret guidelines and take appropriate action; adapt to process changes.
• Ability to coach and train staff.

Responsibilities

• Greet all visitors courteously upon arrival to the hospital.
• Oversee patient and visitor interactions in the main lobby.
• Collaborate with security during high-volume check-in times.
• Serve as liaison between waiting area and clinical staff to facilitate communication.
• Assess lobby volume and reduce delays; coordinate hospital-wide patient flow.
• Answer phones promptly and provide high-level assistance to callers.
• Educate visitors on hospital visiting policies and PPE usage as needed.

Skills

Customer service

Problem solving

Communication

Coaching

Education

Associate's degree or 2 years experience in healthcare environment

Tools

Visitor Management System

Job description

Job Description - Concierge PT Eve (Th/Fri 5:30pm-10:30pm, Sat 1pm-11:30pm) (2603986)

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.

Please Note: Verification of degree (e.g., diploma or official transcript) is required for this role. Upload of documentation must be included with your application for consideration.

Special Notes: Resume/CV should be included with the online application.

Posting Overview

This position will remain posted until filled or for a maximum of 90 days. An initial review of all applicants will occur two weeks from the posting date. Candidates are advised on the application that for full consideration, applications must be received before the initial review date (which is within two weeks of the posting date).

If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. Please note, that if no candidate were identified and hired within 90 days from initial posting, the posting would close for review, and possibly reposted at a later date.

• Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
• All Hospital positions maybe subject to changes in pass days and shifts as necessary.
• This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
• This function/position maybe designated as essential. This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.

Prior to start date, the selected candidate must meet the following requirements:

• Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services*
• Complete electronic reference check with a minimum of three (3) professional references.
• Successfully complete a 4panel drug screen*
• Meet Regulatory Requirements for pre employment screenings.
• Provide a copy of any required New York State license(s)/certificate(s).

Failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.

*The hiring department will be responsible for any fee incurred for examination.

Anticipated Pay Range

The salary range for this position is listed below. This range reflects Stony Brook University Hospital’s good faith and reasonable estimate of potential compensation at the time of posting.

The final offer will be determined based on the candidate’s verified years of relevant, comparable experience. Please note that misrepresentation or inflation of experience may result in disqualification from the hiring process or termination of employment if hired.

Some positions may also include annual supplemental pay, such as:

• Location Pay: for UUP, CSEA, and PEF full-time positions
• Shift Differentials: Additional pay for evening, night, or other supplemental shifts (e.g., inconvenience pay, geographic pay, or other applicable differentials)

At Stony Brook University Hospital, your compensation extends beyond your paycheck. We offer comprehensive benefits including generous leave, health insurance, and participation in the state pension