Guest Services Concierge Team Lead; Jackson Main

Guest Services Concierge Team Lead

Location: 1611 NW 12th Ave Miami, FL 33136

Shift: Days

Miami, FL Full-Time

Summary

The Guest Services Concierge Team Lead serves as a lead member of the concierge team. The incumbent provides guidance to Guest Services Concierges and assists with coordinating daily operations, staff coverage, training, and the delivery of services to patients, families, visitors, and employees. Ensures that customers are treated in an efficient and professional manner, with the utmost respect and courtesy. Serves as an escalation point for guest concerns and acts in a confidential capacity to assist department management.

Responsibilities

• Serves as a lead member of the Guest Services team and provides guidance and work direction to Guest Services Concierges.
• Coordinates daily assignments, work priorities, breaks, and coverage based on operational needs.
• Monitors daily Guest Services activities and communicates workflow concerns, staffing needs, service issues, and training opportunities to department management.
• Provides excellent customer service by resolving escalated concerns or serving as a liaison with clinical departments and other JHS employees as necessary.
• Greets patients and visitors to the Medical Center and provides directions, non-medical translations, and other general information as needed.
• Interacts effectively and compassionately with patients, surgeons, families, visitors, employees, and other members of the healthcare team.
• Communicates operational updates, room changes, patient discharges, surgical updates, and family locations to Guest Services staff and management based on assigned area.
• Appropriately and accurately utilizes JACKS, Cerner, and other applicable systems to retrieve patient information.
• Reviews applicable reports, calendars, and prior-shift communications to identify required follow-up and ensure continuity of services.
• Functions as a receptionist for Guest Services and may assist clinical teams with registering new patients for appointments.
• Serves as a liaison for guests and assists with coordinating services before, during, and after a patient's visit or admission.
• Assists with transporting patients arriving for appointments by wheelchair as needed.
• Coordinates weekend and holiday calendars to ensure adequate coverage based on assigned area.
• Maintains logs of identified patients, family members, and guests to facilitate communication between staff and patient representatives.
• Ensures that all incoming calls and visitor requests are appropriately screened, answered, forwarded, or assigned for follow-up.
• Takes accurate messages, including the caller's name, telephone number, time of call, and appropriate information.
• Coordinates and conducts training for new hires and provides ongoing guidance to ensure compliance with department procedures and customer service standards.
• Operates standard office equipment and performs Guest Services Concierge duties as operationally necessary.
• Incumbents assigned to MTI may review daily admissions of domestic and international patients and maintain records of monthly, pre-scheduled, emergency room, or transfer cases communicated through referrals or management.
• Incumbents assigned to MTI may review scheduled surgical and pre-admission patients with the morning-shift Team Leaders and review Cerner and OTTR reports from the previous night to ensure follow-up activities were completed and identify additional matters requiring coordination with the clinical team.
• Provides coverage for the service desk, referral desk, and other Guest Services areas as operationally necessary.
• Performs all other related job duties as assigned.

Generally requires 3 to 5 years of related experience.

High school diploma is required. Bachelor's degree is strongly preferred.

Ability to analyze, organize and prioritize work accurately while meeting multiple deadlines. Ability to communicate effectively in both oral and written form. Ability to handle difficult and stressful situations with professional composure. Ability to understand and follow instructions. Ability to exercise sound and independent judgment Knowledge and skill in use of job appropriate technology and software applications.

Valid license or certification is required as needed, based on the job or specialty.

Physical Requirements - Job function is sedentary in nature and requires sitting for extended periods of time. Function may require frequent standing or walking. Must be able to lift or carry objects weighing up to 20 pounds. Jobs in this group are required to have close visual acuity to perform activities such as: extended use of computers, preparing and analyzing data and analytics, and other components of a typical office environment. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC). Environmental Conditions - Jobs in this group are required to function in a fast paced environment with occasional high pressure or emergent and stressful situations. Frequent interaction with a diverse population including team members, providers, patients, insurance companies and other members of the public. Function is subject to inside environmental conditions, with occasional outdoor exposures. Possible exposure to various environments such as: communicable diseases, toxic substances, medicinal preparations and other conditions common to a hospital and medical office environment. May wear Personal Protective Equipment (PPE) such as gloves or a mask when exposed to hospital environment outside of office. Reasonable accommodations can be made to enable people with disabilities to perform the described essential functions. Additional information and provision requests for reasonable accommodation will be provided by the home unit/department in collaboration with the Reasonable Accommodations Committee (RAC).