Guest Services Concierge

Join Bethesda North Hospital as a Guest Services Concierge and be part of creating an exceptional experience for patients, families, and visitors from the moment they arrive. In this highly visible, people-focused role, you’ll provide a welcoming presence, assist with wayfinding and nonclinical needs, support patients throughout their hospital experience, and help ensure every interaction reflects TriHealth’s commitment to compassionate service. If you enjoy helping others, building meaningful connections, and making a positive difference in someone’s day, this is a great opportunity to bring your customer service skills to a team where your impact is felt every day. Location: Bethesda North Hospital Schedule: Full time day shift Incentives & Benefits We offer competitive shift differentials, opportunities for professional growth, and a comprehensive benefits package that may include medical, dental, vision, paid time off, retirement savings plans, and tuition reimbursement. *PRN positions not eligible for TriHealth benefits Minimum Job Requirements High School Diploma or GED Degree in Hospitality/Healthcare Field (Required) 1 - 2 years experience Customer Service or related service industry (Required) 1 - 2 years experience Customer Service Hospitality Management Customer Experience and Customer Service (Required) Computer literate Articulate Professional appearance Participates in councils, committees, and looks for additional ways to S.E.R.V.E. Basic Life Support (BLS) Required Job Overview The Hospital Concierge plays a vital role in enhancing the overall patient experience by providing compassionate, on demand support that addresses nonclinical needs for patients, families, and guests. Working in inpatient units or the Emergency Department, the Concierge serves as a welcoming and helpful presence, ensuring that every interaction contributes to comfort, ease, and a positive hospital experience. Concierge responsibilities include rounding on patients and guests, offering comfort items, and providing nonclinical support such as wayfinding, gathering supplies, or coordinating services with volunteer teams. The Concierge may run errands on behalf of patients and care teams—such as picking up prescriptions for those being discharged—and may assist with safe patient flow by escorting or transporting patients to the lobby at discharge. Additionally, the Concierge provides information about hospital amenities and local resources, including nearby stores and restaurants. They also support broader patient experience initiatives, which may include conducting discharge follow up phone calls to ensure a smooth transition of care. The Concierge reports to the Regional Manager of Patient Experience. Job Responsibilities Acts as a team member of Guest Services, part of the signature TriHealth first impression and will display behaviors such as warm welcoming, acknowledging every guest, proactively asking if there is anything else to help with, helping lost guests find their way, etc. Coordinates incoming requests for service, effectively prioritizing in an effort to meet internal customer needs as well as the needs of our patients and visitors. This includes effectively communicating timeframes and setting a high level of expectation and delivering on that expectation as it pertains to customers Demonstrates a positive attitude and professional demeanor, serving as an ambassador for the hospital and encouraging other employees to do the same. This outcome will be evidenced by rounding from the immediate supervisor and noted in monthly meetings, coaching sessions, as well as the yearly performance evaluation system. Provides non-clinical support services to patients/families/guests, i.e. information/coordination of hospital services, information about local area amenities, business services, entertainment, etc. The Hospital Concierge will serve as an on-call notary service for internal customers, patients and visitors in addition to their daily tasks. 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 50+ Lbs. - Rarely Lifting 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 Visual Acuity: Far - Consistently Visual Acuity: Near - 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 Offer patients and guests priority when waiting (lines, elevators) 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 #J-18808-Ljbffr TriHealth