Concierge Rotating

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient‑first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better health care, no matter where you work within the Northwestern Medicine system. We pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, our goal is to take care of our employees.

The Concierge reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards. The Concierge is the ambassador for the main hospital site (John and Kathy Schreiber arrival Court and lobby/rotunda) women’s 660, the Hunter Family Pavilion (Pavilion

F), and the John and Nancy Hughes Pavilion (Administration Pavilion

A). The concierge is the first person to greet and assist patients, visitors, and staff and coordinates the flow of patients, visitors, and staff in a positive and timely manner.

• Greets all visitors and patients, determines their needs; issues hospital identification; directs, escorts or assists them appropriately, exemplifying the highest standards of customer service and the hospital’s Patient’s First philosophy.
• Assists patients for clinic-side, outpatient, department needs, inpatient, and alternate locations
• Communicates directly with physicians, physician offices, charge RNs, Nurse Operation Leaders, security, and other departments as needed to ensure new meetings, patient needs, visitor needs, privacy, and safety concerns are handled promptly and thoughtfully.
• Assesses wheelchair needs of incoming patients and visitors for internal needs and utilizes transport, appropriate services, volunteer services, or self to assist person to location.
• Notifies appropriate parties when visitors or outside vendors arrive for meetings.
• Answers, screens and directs incoming calls.
• Provides information, resolves problems and communicates as needed.
• Assists with preparation of mailings for the department.
• Distributes standard materials to visitors including forms, brochures, and other information about the department or organization. This includes the Guest Guides as a department resource, and the flower guides as well as hoteling options nearby.
• Assists with updating training and procedure manuals for concierge areas.
• Maintains current census, keeps current count of visitors that approach the desk and maintains an up-to-date physician guide, and contacts independent offices and offsite offices for necessary patient and visitor way finding.
• Monitors visitors and coordinates with security to help prevent the spread of the flu through visitor restriction.
• Open and closes the Concierge desks, and maintains an OB Stat kit for emergent needs.
• Logs all deliveries to patients.
• Trains new desk volunteers.
• Checks in all interview candidates and connects with interviewer for new candidate experience in coordination with HR.
• Reviews Press Ganey patient comments, and logs Press Ganey Point of Care comments for appropriate change, follow‑up, and improvement methods for department and house.
• Applies visitor wristbands under the department guideline for the wristbands for all inpatient areas and ED and does specific monitoring around patients with visitor restrictions and women’s services.
• Recognizes and facilitates difficult customer situations appropriately, using NM resources for timely resolution – understands when to escalate issues or problems.
• Provides information regarding campus, walking paths, boardwalk, cafeteria, appointments, etc. to patients and visitors as needed.
• Schedules meeting rooms for administration and C‑Suite executives.
• Assists with projects for leadership Director level and above as needed, and with volunteer projects.
• Puts together presentation documents and prepares conference rooms.
• Assures that patients with communication needs are identified…