Concierge- Concierge Service, Casual, Evenings

The salary range for this position is $20.16 - $26.20 (Hourly Rate)
Placement within the salary range is dependent on several factors such as relevant work experience and internal equity. For positions represented by a labor union, placement within the salary range is guided by the rules outlined in the collective bargaining agreement.
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events. Northwestern Medicine is powered by a community of colleagues who are purpose-driven and committed to our mission to deliver world-class care. Here, you'll work alongside some of the best clinical talent in the nation leading the way in medical innovation and breakthrough research with Northwestern University Feinberg School of Medicine.
We recognize where you've been, and we support where you're headed. We celebrate diverse perspectives and experiences, which fuel our commitment to equity and culture of service.
Grow your career with comprehensive training and development opportunities, mentorship programs, educational support and student loan repayment.
Create the life you envision for yourself with flexible work options, a Reimbursable Well-Being Fund and a Total Rewards package that support your physical, mental, emotional, and financial well-being.
Make a difference through volunteer opportunities we offer in local communities and drive inclusive change through our workforce-led resource groups.
From discovery to delivery, come help us shape the future of medicine.

This is a casual (non benefited) position located at Catherine Gratz Griffin Lake Forest Hospital. The role typically requires working on Saturday or Sunday evening (2:30 - 8:30p and 3:30-8:30 depending on the week) as well as Monday and Friday 4:30p to 8:30p. **
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). 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.
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.
Monitors visitors and coordinates with security to help prevent the spread of the flu through visitor restriction.
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.
Assists with projects for leadership Director level and above as needed, and with volunteer projects
Puts together presentation documents and prepares conference rooms
Serves as an expert resource in way finding and office identification and map tools.
Utilizes Press Ganey tools, supply ordering, POs, and appointment scheduling, Resource Scheduler, Outlook, and all NETs, Service Now, and MY HR applications for prompt action, response, and assistance.
Troubleshoots technical and environmental issues through the house that are brought to their attention or seen, escalating to the Help Desk, Engineering, and Environmental when appropriate.
Communicates customer satisfaction issues to appropriate individuals.
Provides ideas for process improvements within departments.
Participates in departmental quality improvement activities.
High School Diploma or GED

• 0-2 years of related work experience required, ideally customer service and front-line concierge experience, and medical environment is a plus
• Computer data-entry/typing experience
• Must be able to perform basic mathematical functions , read and write in English
• Interacts in a customer-focused and compassionate manner to ensure that patients and their representative’s needs, visitors’ needs, and staff’s needs are met.

Customer Service experience.
~Additional Language skills.

Northwestern Medicine is an equal opportunity employer (disability, VETS) and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.
Results are evaluated on a case-by-case basis, and we follow all local, state, and federal laws, including the Illinois Health Care Worker Background Check Act.
Artificial Intelligence Disclosure
Artificial Intelligence (AI) tools may be used in some portions of the candidate review process for this position, however, all employment decisions will be made by a person.
We offer a wide range of benefits that provide employees with tools and resources to improve their physical, emotional, and financial well-being while providing protection for unexpected life events.
If sign-on bonus is included in a job posting eligibility is as followed: Internal employees and rehires who left Northwestern Medicine within 1 year are not eligible for the sign-on bonus. Exception : New graduate internal employees seeking their first licensed clinical position as a Registered Nurse at NM may be eligible.