Lead Patient Experience Concierge, Concierge Services, FT, Varies

Baptist Health; Miami (FL); On-site; USD 22,000 - 26,000; Full time

Job summary

Baptist Health in Miami, FL is seeking a Lead Guest Concierge who embodies the principles of a Director of First Impression. This role leads onboarding and ongoing training for Patient Experience Concierge staff and supports leadership with hiring, coaching, and mentoring.

You will greet visitors, interact with patients and families with professionalism, calm and empathy, and coordinate team events and schedules to maximize efficiency.

Qualifications

• Minimum 3 years of customer service experience.
• Bilingual English/Spanish preferred.
• Professional demeanor and compassionate approach.

Responsibilities

• Lead onboarding and ongoing training for Patient Experience Concierge staff.
• Support supervisor/manager in day-to-day operations, hiring, coaching and mentoring.
• Coordinate team huddles, staff schedules, and processes to maximize efficiency.
• Greet visitors and patients, interact with empathy and professionalism to convey a positive first impression.
• Act as liaison between patient, family and clinical staff; extend leadership support to the concierge team.

Skills

Customer service

Communication

Problem solving

Attention to detail

Education

High School diploma or equivalent

Associate's degree (preferred)

Tools

MS Office (Outlook & Excel)

Job description

Description The Lead Guest Concierge is exemplifies the qualities of the Director of First Impression. Responsible for initial and on-going training of Patient Experience Concierge staff. Serves as front-line support and assists leadership in hiring, coaching, and mentoring new and existing staff. Responsible for supporting the supervisor/manager in the day to day operations to ensure customer and employee satisfaction. Responsible for the coordination of team huddles, staff schedules, processes/work-flows to maximize departmental efficiency and effectiveness. Greets and assists visitors, and interacts in a courteous and helpful manner with patients, families, guests and hospital staff to convey a positive first impression. This position requires a people-centered, supportive and flexible individual with the proven ability to positively influence and inspire others. An exceptional communicator who maintains a professional, calm, and empathetic demeanor while addressing concerns from internal or external customers. Serve as liaison between patient, family and clinical staff. Serves as a resource and extended leadership role for the concierge team. Estimated pay range for this position is $16.00 - $18.94 / hour depending on experience.

The schedule for this position is Tuesdays-Fridays: 2.P - 9P, and Saturdays: 11A-7:30P

Degrees

• High School, Diploma, Certificate of Completion, GED, or equivalent training/experience required.

Additional Qualifications

• Minimum 3 years of customer service experience required.
• Bilingual (English / Spanish) preferred.
• Preferred Associates Degree.
• Fully proficient in computer applications such as Microsoft Office Outlook and Excel.
• Must be self-directed with excellent problem-solving and critical thinking skills and able to work with little or minimal supervision.
• Professional demeanor, service, goal and detail oriented, organized and compassionate.
• Strong verbal communication & written skills.

EOE