Job Overview

This position is responsible for enhancing the patient and guest experience. The Guest Services Concierge responds to the needs of the patients and guests by providing a centralized on-demand service that addresses non-clinical needs.

The Guest Services Concierge assist patients and guests with information / coordination of services, daily in-house and errand running and store purchases.

Guest Services Concierge offers both complimentary and nominal fee services, assisting patients and guest to have the best hospital experience possible.

The Guest Services Concierge also helps with connecting patients and guests to additional TriHealth resources across the continuum of care.

The Guest Services Concierge reports to the manager of Patient Experience.

Job Requirements

High School Degree in Hospitality / Healthcare Field

Basic Life Support for Healthcare Providers (BLS)

Notary Certification within 6 months of Employment

Computer literate

Articulate

Professional appearance

Participates in councils, committees, and looks for additional ways to S.E.R.V.E.

1-2 years experience Customer Service or related service industry

1-2 years experience Customer Service Hospitality Management Customer Experience and Customer Service

Job Responsibilities

Other job-related information :

A primary work location will be assigned but occasionally the Guest Services Concierge will be asked to float to other locations across the system in order to meet internal customer needs as well as the staffing needs of the department

Working Conditions

Bending - Frequently

Climbing - Rarely

Concentrating - Consistently

Continuous Learning - Frequently

Hearing : Conversation - Frequently

Hearing : Other Sounds - Frequently

Interpersonal Communication - Frequently

Kneeling - Occasionally

Lifting

Lifting 11-50 Lbs - Occasionally

Pulling - Rarely

Pushing - Occasionally

Reaching - Rarely

Reading - Consistently

Sitting - Occasionally

Standing - Consistently

Stooping - Rarely

Talking - Consistently

Thinking / Reasoning - Consistently

Use of Hands - Consistently

Color Vision - Consistently

Walking - Frequently

TriHealth SERVE Standards and ALWAYS Behaviors

At TriHealth, we believe there is no responsibility more important than to SERVE our patients, our communities, and our fellow team members.

To achieve our vision and mission, ALL TriHealth team members are expected to demonstrate and live the following :

Serve : ALWAYS

• Welcome everyone by making eye contact, greeting with a smile, and saying "hello"
• Acknowledge when patients / guests are lost and escort them to their destination or find someone who can assist
• Refrain from using cell phones for personal reasons in public spaces or patient care areas

Excel : ALWAYS

• Recognize and take personal responsibility to address and recover from service breakdowns when a customer's expectations have not been met
• Work on improving quality, safety, and service

Respect : ALWAYS

• Respect cultural and spiritual differences and honor individual preferences.
• Respect everyone's opinion and contribution, regardless of title / role.
• Speak positively about my team members and other departments in front of patients and guests.

Value : ALWAYS

• Value the time of others by striving to be on time, prepared and actively participating.
• Pick up trash, ensuring the physical environment is clean and safe.
• Be a good steward of our resources, using supplies and equipment efficiently and effectively, and will look for ways to avoid waste.

Engage : ALWAYS

• Acknowledge wins and frequently thank team members and others for contributions.
• Show courtesy and compassion with customers, team members and the community

Last updated : 2024-05-23