Guest Service Unit Concierge

Lehigh Valley Hospital, Inc.; Allentown, Northern (Lehigh County, KY); Hybrid; USD 32,000 - 42,000; Full time

Job summary

Lehigh Valley Health Network seeks a Unit Concierge to enhance patient experience through timely call bell response, rounding, and in-room amenities. You will greet patients, support visitor needs, and coordinate with clinical and support staff to maintain a comfortable environment.

Strong communication, empathy, and professionalism are essential as you assist with visitation guidelines and provide clear wayfinding for patients and families in a busy hospital setting.

Qualifications

• Must be 18 years old or older.
• Preferred: Technical School Diploma.
• Ability to communicate effectively and multi-task.
• Demonstrates professionalism and empathy in a sensitive environment.
• Ability to work with clinical staff and patients.

Responsibilities

• Greet patients and visitors while performing rounding in patient rooms.
• Provide communication between clinical staff and Environmental Services and Food Services to facilitate timely resolution of issues.
• Provide one-on-one attention to detail and take initiative in rendering service.
• Respond rapidly to emergencies, spills, late trays, and maintain a de-cluttered unit and stocked supplies.
• Offer amenities such as blankets, water, coffee, newspapers, and in-room entertainment tablets.
• Demonstrates empathy and professionalism in a sensitive environment.
• Assist with visitation requirements and communicate with other departments as needed.
• Provide wayfinding services for patients and visitors needing transport to other departments.
• Collaborate with unit staff and leadership and participate in unit huddles.

Skills

Customer service

Communication

Empathy

Professionalism

Team collaboration

Attention to detail

Education

Technical School Diploma

Job description

Summary

The Unit Concierge serves as a representative of LVHN's Patient Experience and Guest Services Teams inside the patient care units. The primary focus of the Unit Concierge is to enhance the Patient Experience with respect to timely response to call bells, performance of rounding to assure comfort of the patients' environment. The Unit Concierge will greet patients, consistently round to assure essential elements are accessible (Phone, call bell, water, pillows, blankets, seating for visitors, and assist patients and visitors with wayfinding throughout the facility). This position has a strong focus on Customer Service and Communication skills and requires a demonstration of professionalism and empathy in a sensitive environment. The Unit Concierge must develop and maintain close relationships with clinical staff within the Patient Care Unit. The rapport with the patient is crucial in this role, as we are present to ensure a pleasant stay within the units.

Job Duties

• Customer Relations - Greet patients and visitors while performing rounding in patient rooms.
• Provide communication between clinical staff and Environmental Services and Food Services to facilitate timely resolution of issues.
• Provides quality customer service to customers by providing one-on-one attention to detail. Takes initiative in rendering service and responding to needs.
• Responds rapidly and thoroughly to emergencies, special needs, spills, late trays etc. and maintains de-cluttered unit, as well as units being properly stocked to ensure patient and staff safety.
• Offer amenities such as blankets, water, coffee, newspapers, in room & tablet entertainment
• Demonstrates empathy and professionalism in a sensitive environment.
• Assist with communication of visitation requirements and communication with other external departments as needed.
• Provide wayfinding services for patients/visitors needing to transport to other departments.
• Cooperate & collaborate with Unit based Staff and Leadership and participates in unit huddles as indicated.

Minimum Qualifications

Must be 18 years old or older

Preferred Qualifications

• Technical School Diploma
• Ability to communicate effectively
• Ability to multi-task and establish priorities
• Ability to maintain organization in a changing environment
• Exhibits initiative, responsibility, flexibility and leadership
• Demonstrate professionalism and empathy in a sensitive environment
• Ability to use working knowledge of working environment to meet established goals & objectiives

Physical Demands

Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR.

Job Description Disclaimer

Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require. Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities.