Guest Services Concierge

Hospital Guest Relations Representative

Provide directions, information, and assistance to hospital visitors, patients, and guests. Answer or refer incoming calls appropriately. Assist guests as needed with paying for parking at pay stations. 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.
• Assist with parking cashier functions and validate patient parking.
• 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.
• Monitor visitor controls and complies with the service-related visitation policy. Issue courtesy parking discounts and free passes when appropriate. 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 individuals 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.
• Provide physical assistance to customers to facilitate movement within our facility. May include transport via wheelchair.
• 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 patients and visitors as needed.

UPMC is an equal opportunity employer/disability/veteran.

Education: Completion of high school diploma or GED equivalent.

Experience: 1 year of 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:

• Act 34