Concierge at Westchester Medical Center – Kingston, New York

Concierge Team is responsible for achieving and maintaining a high level of internal and external customer satisfaction. This position will safely and efficiently carry out Concierge & Patient Experience tasks in compliance with established policies and procedures.

Responsibilities:

All Entrances:

• Utilize Fast Pass technology to screen and assign badges to visitors.
• Utilize Green Security technology to screen and assign badges to vendors.
• Serve as a resource providing patients & visitors wayfinding support.
• Communicate cooperatively and constructively with patients, area supervisors, families, administration and other clinical and non-clinical departments.
• Appropriately communicate the arrival of visitors from the Media, Agencies and Organizations following established policy & procedures.
• Manage negative patient experiences in real time; escalating complaints/grievances to Patient Experience Leadership when applicable.
• Assist Patients/Visitors with record requests.
• Partner with Security team to help ensure the safety of all patients & visitors.
• Maintain knowledge of code calling and response.
• Identify obstacles and share suggestions with leadership on regular basis.
• Perform other duties as assigned.

Mary’s Ave Entrance / Broadway Entrance (Medical Village)

• Assist patients and visitors with navigation/way-finding throughout Broadway campus.
• Appropriately confirms outpatient appointments and informs respective department upon arrival.
• Appropriately utilizes tracking system to request patient transport for patients and/or visitors needing wheelchair assistance. If Patient Transport is not available, transports patient to/from department.
• Assist with parking validation when needed.
• Appropriately follow visitation policy & procedures in accordance with NYS DOH requirements (face masks & outpatient appointments).

Emergency Department

• Upon Charge Nurse approval, bring patient and visitor(s) from waiting room to assigned ED Treatment room.
• Conduct routine lobby rounding and ensure patients are made aware of expected wait times (utilizing paragon bed board & computer on wheels).
• Utilizing radio with earpiece, communicate real time information to Emergency Department Charge Nurse regarding patient inquires.
• Appropriately escalate patient complaints to ED Navigator for support.
• Appropriately follow visitation policy & procedures in accordance with NYS DOH requirements, escalating any emergency department extenuation circumstances to Patient Experience Leadership.
• Properly identify patient’s belongings, record belongings and communicates with the distribution team.

Qualifications/Requirements:

Experience:

• Health Care or related customer service experience preferred.

Education:

• High School Degree or equivalent.

Licenses / Certifications: N/A

Other:

• Must have excellent communication and problem-solving skills
• Strong interpersonal skills
• Team player with cross-functional ability
• Capable of working independently
• Selected computer skills