Services Concierge-Lead

Leads the day-to-day activities of the Concierges and provides daily work direction. Exceeds expectations and personalizes the care and service of each customer greeted at the assigned point of entry. Is a resource for customers arriving and departing from the medical center.

Major Responsibilities:

• Orients and trains new employees and provides ongoing instructions. Keeps the manager informed of employee's performance, is aware of disciplinary policies, and makes recommendations concerning production and performance. Works with the manager in developing and maintaining policies and procedures.

• Provides input into performance review process and provides assignments to employees. Coordinates and maintains workflow amongst employees.

• Responsible for all department keys, pass cards, etc.

• Greets customers and assesses their immediate needs. Successfully manages the first impression of the medical center.

• Reports any Security/Safety issues to the Public Safety Services Department immediately.

• Assures working area is clean of debris, safe, and free from obstacles.

• Assists in maintaining a smooth traffic flow at the entrances to the facility.

• Assists customers with transportation needs, i.e., taxi vouchers, bus passes, van transport, or other special needs. Makes arrangements for parking needs of customers, i.e., valet service, tour busses, short-term visitors, etc. Assists in the coordination of services with the valet manager and hospital van services.

• Offers assistance in any way necessary to include assist out of their vehicle, locate wheelchairs, provide directions, escort to destination, etc.

• Utilizes Admitting or other departments to verify destination and remains with the customer if they are alone or in a wheelchair.

Licensure, Registration, and/or Certification

Required:

• None Required

Education Required:

• High School Graduate

Experience

Required:

• Typically requires 2 years of experience in service management as a concierge or greeter in a large public facility, preferably in a hospital setting.

Knowledge, Skills & Abilities

Required:

• Proven leadership skills.

• Excellent communication, interpersonal, and customer service skills.

• Ability to problem solve and work independent of direct supervision.

• Demonstrated ability to work a flexible, customer-oriented schedule that meets the needs of Aurora guests and visitors.

Preferred:

• Ability to push patients in a wheelchair

• Experience using Epic

• Face to face customer service experience

Physical Requirements and

Working Conditions:

• Ability to stand, walk and/or run throughout work area approximately 95% of the workday.

• Ability to withstand exposure to weather elements 95% of the workday.

• Ability to push, pull, and lift approximately 50 lbs.

• Ability to communicate with a diverse population of customers.

• Ability to tolerate minimal exposures of odors from auto emissions/gasoline.

• Operates all equipment necessary to perform the job.

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.