Guest Service Unit Concierge

Imagine a career at one of the nation's most advanced health networks. Be part of an exceptional health care experience. Join the inspired, passionate team at Lehigh Valley Health Network, a nationally recognized, forward-thinking organization offering plenty of opportunity to do great work. LVHN has been ranked among the "Best Hospitals" by U.S. News & World Report for 23 consecutive years. We're a Magnet(tm) Hospital, having been honored five times with the American Nurses Credentialing Center's prestigious distinction for nursing excellence and quality patient outcomes in our Lehigh Valley region. Finally, Lehigh Valley Hospital - Cedar Crest, Lehigh Valley Hospital - Muhlenberg, Lehigh Valley Hospital- Hazleton, and Lehigh Valley Hospital - Pocono each received an 'A' grade on the Hospital Safety Grade from The Leapfrog Group in 2020, the highest grade in patient safety. These recognitions highlight LVHN's commitment to teamwork, compassion, and technology with an unrelenting focus on delivering the best health care possible every day. Whether you're considering your next career move or your first, you should consider Lehigh Valley Health Network. Summary The Unit Concierge serves as a representative of LVHN's Patient Experience and Guest Services Teams inside the patient care units. The primary focus of the Unit Concierge is to enhance the Patient Experience with respect to timely response to call bells, performance of rounding to assure comfort of the patients' environment. The Unit Concierge will greet patients, consistently round to assure essential elements are accessible (Phone, call bell, water, pillows, blankets, seating for visitors, and assist patients and visitors with wayfinding throughout the facility). This position has a strong focus on Customer Service and Communication skills and requires a demonstration of professionalism and empathy in a sensitive environment. The Unit Concierge must develop and maintain close relationships with clinical staff within the Patient Care Unit. The rapport with the patient is crucial in this role, as we are present to ensure a pleasant stay within the units. Job Duties Customer Relations - Greet patients and visitors while performing rounding in patient rooms. Provide communication between clinical staff and Environmental Services and Food Services to facilitate timely resolution of issues. Provides quality customer service to customers by providing one-on-one attention to detail. Takes initiative in rendering service and responding to needs. Responds rapidly and thoroughly to emergencies, special needs, spills, late trays etc. and maintains de-cluttered unit, as well as units being properly stocked to ensure patient and staff safety. Offer amenities such as blankets, water, coffee, newspapers, in room & tablet entertainment Demonstrates empathy and professionalism in a sensitive environment. Assist with communication of visitation requirements and communication with other external departments as needed. Provide wayfinding services for patients/visitors needing to transport to other departments. Cooperate & collaborate with Unit based Staff and Leadership and participates in unit huddles as indicated. Minimum Qualifications Must be 18 years old or older Preferred Qualifications Technical School Diploma Ability to communicate effectively Ability to multi-task and establish priorities Ability to maintain organization in a changing environment Exhibits initiative, responsibility, flexibility and leadership Demonstrate professionalism and empathy in a sensitive environment Ability to use working knowledge of working environment to meet established goals & objectiives Physical Demands Lift and carry 25 lbs. frequent sitting/standing, frequent keyboard use, *patient care providers may be required to perform activities specific to their role including kneeling, bending, squatting and performing CPR. Job Description Disclaimer: This position description provides the major duties/responsibilities, requirements and working conditions for the position. It is intended to be an accurate reflection of the current position, however management reserves the right to revise or change as necessary to meet organizational needs. Other responsibilities may be assigned when circumstances require. Lehigh Valley Health Network is an equal opportunity employer. In accordance with, and where applicable, in addition to federal, state and local employment regulations, Lehigh Valley Health Network will provide employment opportunities to all persons without regard to race, color, religion, sex, age, national origin, sexual orientation, gender identity, disability or other such protected classes as may be defined by law. All personnel actions and programs will adhere to this policy. Personnel actions and programs include, but are not limited to recruitment, selection, hiring, transfers, promotions, terminations, compensation, benefits, educational programs and/or social activities. Lehigh Valley Health Network does not accept unsolicited agency resumes. Agencies should not forward resumes to our job aliases, our employees or any other organization location. Lehigh Valley Health Network is not responsible for any agency fees related to unsolicited resumes. Work Shift: Day Shift Address: 1200 S Cedar Crest Blvd Primary Location: Lehigh Valley Hospital- Cedar Crest Position Type: Onsite Union: Not Applicable Work Schedule: Per diem; variable shift and hours Department: 1004-09160 COH - Guest Services