Hospital Concierge Lead - Guest Services & Ops

UPMC; Pittsburgh (Allegheny County); On-site; USD 45,000 - 65,000; Full time

Job summary

UPMC Mercy in Pittsburgh is seeking a Full Time Lead Concierge to direct the concierge team and guest services, ensuring a welcoming environment for patients and visitors. The role includes scheduling, staffing, training and process improvements at hospital entrances.

Responsibilities include supervising staff, coordinating with hospital departments, addressing guest needs with professionalism, and promoting safety and service excellence in the facility.

Qualifications

• High School graduate or equivalent experience.
• 2 years of customer/guest service experience required
• Computer knowledge to access patient information.
• Customer service oriented behavior.
• Excellent interpersonal skills
• Must possess ability to coach team
• Preferred: Medical terminology / Preferred experience in hospitality.

Responsibilities

• Greet patients, visitors and guests as they enter the entrance and address needs with a positive hospital image.
• Supervise Concierge team and coordinate department scheduling and daily assignments.
• Coordinate with parking services, security, environmental services and transport as needed.
• Develop and implement staff training and orientation for service excellence and safety at entrances.
• Oversee department workflow and employee engagement strategies to build a high functioning team.
• Perform duties of concierge to support patients, families and staff.
• Assist with stocking supplies and wayfinding materials and improve guest services.

Skills

Customer service

Communication

Team leadership

Problem solving

Interpersonal skills

Medical terminology

Hospitality experience

Education

High School diploma

Job description

UPMC Mercy in Pittsburgh is seeking a Full Time Lead Concierge to direct the concierge team and guest services, ensuring a welcoming environment for patients and visitors. The role includes scheduling, staffing, training and process improvements at hospital entrances.

Responsibilities include supervising staff, coordinating with hospital departments, addressing guest needs with professionalism, and promoting safety and service excellence in the facility.