UPMC Presbyterian - Guest Services Concierge (Kamin Tower)

UPMC; Pittsburgh (Allegheny County); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

UPMC is seeking a full-time Guest Services Concierge to warmly greet patients, visitors and guests, providing directions, information, and assistance at the hospital welcome desk. You will answer calls, assist with parking, and help escort or transport patients as needed.

Maintain a positive first impression, follow hospital policies, and work as part of a collaborative team to deliver exceptional customer service in a busy healthcare environment.

Qualifications

• Completion of High school diploma or GED equivalent.
• 1 year Greeter experience or equivalent customer service work experience required.
• Excellent interpersonal, customer service and communication skills required.
• Excellent time management and organizational skills.

Responsibilities

• Greet Hospital guests, and provide appropriate verbal assistance, guidance and direction to visitors and patients as needed.
• Serve as a reference source regarding visiting hours, directions, package delivery, general admitting, and Hospital policies.
• Provide a positive impression of the Hospital by practicing good guest relations and treating all individuals with dignity and respect.
• Provide physical assistance to customers to facilitate movement within our facility, including transport via wheelchair.
• Monitor visitor and vendor access controls and assist with parking-related duties and temporary access badges as needed.
• Answer and transfer calls in accordance with hospital guidelines for customer service.
• Ensure workstations are stocked with necessary materials to provide current information.

Skills

Customer service

Interpersonal skills

Time management

Multitasking

Education

High school diploma or GED

Job description

Join our team! If you are interested in a Full Time or Flex Full Time role with UPMC, this is a wonderful opportunity. Our most preferred shift start times are 4:30am-6am. If you are someone who enjoys people, this might be the position you've been searching for. Our Guest Services Concierges play key roles in the following areas: Warmly greet and assist patients, visitors and guests by providing directions, information, and wayfinding support; escort or transport individuals (including wheelchair assistance); and answer/transfer calls while serving as a knowledgeable resource on hospital policies and general inquiries.

Job Summary

Provide directions, information, assistance, and exceptional customer service to hospital visitors, patients, and guests. Serve as the Hospital's welcoming first point of contact by creating a positive first impression, greeting and assisting visitors, and connecting individuals with the resources they need. Answer or refer incoming calls appropriately, assist guests with parking-related needs, and serve as the Hospital's Patient and Guest Relations representative.

Responsibilities

Greet Hospital guests, and provide appropriate verbal assistance, guidance and direction to visitors and patients as needed. Serve as a reference source regarding visiting hours, directions, package delivery, general admitting, and Hospital policies.

Provide a positive impression of the Hospital by practicing good guest relations skills and treating all individuals with dignity and respect.

Provide physical assistance to customers to facilitate movement within our facility. May include transport via wheelchair. May assist with delivery of flowers, gifts, patient belongings, and other approved items.

Monitor visitor and vendor access controls in accordance with the service‑related visitation policy. Issue courtesy parking discounts and free passes when appropriate. May assist with distribution of authorized temporary employee access badges in accordance with departmental procedures. Use the personal computer and CRT for dissemination of patient information.

Respect patient confidentiality and withhold restrictive information.

Use departmental guidelines in the handling of medical and security emergencies.

Responsible for following the mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the clinical care of any patient.

Demonstrate teamwork by interacting with others to achieve goals while respecting individual's differences, sharing credit and accountability for outcomes, and encouraging, supporting, and actively participating in work activities.

Answer and transfer calls in accordance with hospital guidelines for customer service.

Ensure that workstations are stocked with necessary materials to provide customers with current and accurate information.

Demonstrate competence with the computer and attend all necessary training programs to remain current with skills.

Actively cares for presentation of lobby areas. Keeps areas neat and tidy. Initiates response from support departments to keep areas clean.

Train and orient new employees at the Information Desk.

Issue patient scooters to outpatients and visitors as needed.

Assist with parking cashier functions and discounted patient parking in accordance with department procedures.

When parking pay stations are offline, compute and collect all parking fees due as identified by utilizing appropriate equipment.

Balance receipts and prepare the appropriate daily activity report at the end of each shift.

• Performs in accordance with system‑wide competencies/behaviors.
• Performs other duties as assigned.

Qualifications

Completion of High school diploma or GED equivalent.1 year Greeter experience or equivalent customer service work experience required. Excellent interpersonal, customer service and communication skills required. Excellent time management and organizational skills. Able to monitor and assess concurrent situations and visitors. Strong problem‑solving and multitasking skills. Knowledge of medical terminology helpful.

Licensure, Certifications, and Clearances:

UPMC is an Equal Opportunity Employer/Disability/Veteran