Patient Experience Concierge — Hospital Front Desk

UCLA Health; Los Angeles (CA); On-site; USD 38,000 - 54,000; Full time

Job summary

UCLA Health is seeking a Hospitality Services Representative to greet patients and visitors, provide directions, check-in, and support a safe, welcoming hospital environment across information desks and waiting areas.

The role emphasizes strong customer service, interpersonal skills, and the ability to adapt to changing needs, with evening/weekend/holiday availability and potential career conversion.

Qualifications

• Demonstrated ability to work independently with minimal supervision while exercising sound judgment and initiative.
• Proven leadership experience and the ability to positively influence team performance and customer satisfaction.
• Exceptional interpersonal skills with a commitment to treating patients, visitors, coworkers, and volunteers with respect, courtesy, empathy, and professionalism.
• Strong customer service skills, including active listening, responsiveness, and a willingness to assist in a variety of situations.
• Experience collecting, analyzing, and summarizing feedback and operational data to prepare reports and communicate findings to leadership.
• Recent customer service experience in a healthcare, hospitality, or service-oriented environment.
• Ability to establish priorities, manage competing demands, and follow directions in a fast-paced setting.
• Demonstrated problem-solving, conflict resolution, and de‑escalation skills, particularly when assisting anxious or distressed patients and family members.
• Ability to remain calm, professional, and solution‑oriented in stressful, rapidly changing, or ambiguous situations.
• Strong organizational skills with the ability to manage multiple complex tasks simultaneously while meeting deadlines.
• Effective collaboration and communication skills with interdisciplinary teams, clinical staff, and support departments.
• Ability and willingness to assist in various operational and support functions as needed.
• Strong written communication skills with the ability to prepare professional correspondence and documentation.
• Proficiency with Microsoft Office applications, including Word, Excel, Access, and PowerPoint.
• Ability to identify opportunities for process improvement and contribute to initiatives that enhance patient, visitor, and hospital services.
• Excellent telephone etiquette with the ability to communicate with professionalism, patience, tact, and compassion.
• Ability to navigate multiple systems to locate patient information and facilitate communication between clinical teams and family members.
• Demonstrated ability to multitask effectively, including managing multiple phone lines, responding to inquiries, coordinating with clinical departments, and assisting visitors and families simultaneously.
• Ability to work effectively with volunteers and support their activities within surgical waiting and recovery areas.

Responsibilities

• The Hospitality Services Representative serves as a welcoming first point of contact for patients, visitors, and guests, delivering exceptional customer service while supporting a safe, secure, and positive hospital experience.
• This role provides information, wayfinding assistance, visitor management, and administrative support across multiple information desk locations and patient waiting areas.
• Responsibilities include greeting and assisting patients and visitors, managing visitor check-in processes, providing directions and general information, coordinating wheelchair assistance, and supporting privacy standards.
• The representative utilizes various systems to register and track visitors, maintains security and lost-and-found procedures, and ensures information desk areas remain organized and welcoming.
• In surgical waiting areas, the representative provides compassionate support to families and visitors by facilitating check-in processes and coordinating seating and updates.
• This position requires strong interpersonal, communication, and problem-solving skills, with the ability to adapt to changing operational needs and support departmental initiatives.
• Must be flexible with scheduling, available to work evenings, weekends, and holidays as needed.
• May convert to career.

Skills

Customer service

Communication

Problem-solving

Multitasking

Microsoft Office

Tools

Microsoft Office

Job description

UCLA Health is seeking a Hospitality Services Representative to greet patients and visitors, provide directions, check-in, and support a safe, welcoming hospital environment across information desks and waiting areas.

The role emphasizes strong customer service, interpersonal skills, and the ability to adapt to changing needs, with evening/weekend/holiday availability and potential career conversion.