Patient Experience Concierge

Lifespan; Newport (TN); On-site; USD 25,000 - 36,000; Full time

Job summary

Brown University Health is seeking a Guest Service Attendant to greet patients and visitors, provide wayfinding and transport, and uphold confidentiality while delivering an extraordinary experience.

Under general supervision, you will support the patient experience by partnering with hospital departments, managing lobby flow, and ensuring a welcoming, respectful environment for all. This role is based in Newport, RI with day shifts and rotating weekends.

Qualifications

• High School diploma or equivalent.
• A degree or certificate in a hospitality-related field is preferred.
• Basic computer skills, including word processing, required.
• Excellent customer service and people skills required.
• Minimum of 1-year of customer service experience required.

Responsibilities

• Maintains established department policies, procedures, objectives, quality assurance, safety, and environmental control.
• Greet patients, visitors, and guests warmly and make them feel welcome and attended. Provides wayfinding and transport as needed and according to department guidelines.
• Acts as a liaison between patients, visitors and guests and any hospital department.
• Anticipate guest's needs to accommodate them and provide an exceptional guest experience
• Screens all visitors and patients using approved screening process and ensures all follow COVID etiquette. Maintains main entrance PPE inventory and order stock as needed. Ensures adherence to hospital visitor policy and communicates clearly and respectfully to all guests.
• Cross-trained in patient and visitor badging system as a backup to security personnel.
• Utilizes interpreter services or interpreter on wheels when needed.
• Together with environmental services, ensures that main lobby spaces are always clean and tidy.
• Monitors and controls traffic in main lobby in conjunction with security personnel.
• Answers telephone and uses appropriate telephone techniques and proper identification. Responds to telephone inquiries regarding patient room numbers, visiting hours and other limited patient information.
• Notifies appropriate personnel of arrival of visitors and follows hospital visitor guidelines.
• Provides clear directions and assistance to patients and visitors, including directions for parking, wheelchair assistance, and locations of telephones, rest rooms, and hospital departments. Provides room numbers of patients.
• Manages all patient belongings, food, and flowers brought in by families and ensures they are delivered promptly to the correct destination.
• Preserves and protects confidentiality of information.
• Operates computer terminal to retrieve patient room numbers/extensions, admissions, discharges and religious affiliation. Protects patient privacy for those who choose to be "restricted" from the patient directory.
• Provides approved clergy representatives from area parishes/synagogues with information on parishioners, who are patients.
• Distributes and logs specialized keys (i.e.: gift shop, rolling library, etc.) to designated volunteers.
• Ensures that vendors sign-in and out at the vendor registration terminal.
• Oversees the delivery of newspapers to departments, patient rooms and waiting areas.
• Provides support to customers using Cafe 1873 by assisting with credit card purchases, ensuring space is well stocked and clean, and calling vending company when service is needed on equipment.
• Attends in-service and educational programs. Attends and participates in staff meetings.
• Assists in care and maintenance of department equipment and supplies.
• Performs other related duties as required.

Skills

Customer service

People skills

Hospitality

Basic computer skills

Education

High School diploma or equivalent

Hospitality degree or certificate preferred

Job description

Brown University Health is seeking a Guest Service Attendant to greet patients and visitors, provide wayfinding and transport, and uphold confidentiality while delivering an extraordinary experience.

Under general supervision, you will support the patient experience by partnering with hospital departments, managing lobby flow, and ensuring a welcoming, respectful environment for all. This role is based in Newport, RI with day shifts and rotating weekends.