Lead Concierge: Elevate Patient Experience & Operations

UPMC Mercy Health Center; Pittsburgh (Allegheny County); On-site; USD 38,000 - 46,000; Full time

Job summary

UPMC Mercy Health Center in Pittsburgh is seeking a Lead Concierge to oversee the concierge team and guest services, ensuring a welcoming environment for patients and visitors while coordinating department operations and safety.

The role involves supervising staff, coordinating scheduling and training, and collaborating with hospital departments to maintain a high-functioning guest experience. Scheduled Monday–Friday 10:00 am–6:30 pm with occasional off-shift coverage.

Responsibilities

• Communicate by using active listening skills, appropriate nonverbal communication, oral and written communication.
• Demonstrate teamwork by interacting with others to achieve goals while respecting individuals differences.
• 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.
• Carries out supervisory responsibilities in accordance with the organization policies and applicable laws. Participates in the hiring and performance management of team. Prepares monthly schedule and daily assignments of Concierge team to ensure hospital entrances are staffed.
• Demonstrates problem solving and ability to act as a liaison between the concierge department, and other hospital departments such as parking services, public safety and security, environmental services, and transport.Provides ongoing oversight for department workflow and employee engagement strategies to develop a high functioning team.
• Performs all duties and responsibilities of concierge to meet needs of patients, family members, visitors and employees.
• Coordinates stocking and supplies of the department, including hospital maps, and brochures for guest services. Participates in improvement of wayfinding, signage and guest service programs.Develops and implements department training and orientation programs that promote service excellence and safety of hospital entrances.
• Promotes patient safety, and trains staff in appropriate response to Condition L and Condition I when activated.
• 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.

Job description

UPMC Mercy Health Center in Pittsburgh is seeking a Lead Concierge to oversee the concierge team and guest services, ensuring a welcoming environment for patients and visitors while coordinating department operations and safety.

The role involves supervising staff, coordinating scheduling and training, and collaborating with hospital departments to maintain a high-functioning guest experience. Scheduled Monday–Friday 10:00 am–6:30 pm with occasional off-shift coverage.