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Posted: 13-Apr-25
Location: Stony Brook, New York
Type: Full-time
Categories:
Internal Number: 2501294
Position Summary
Stony Brook Medicine's Concierge Services in a hospital setting encompasses many different roles and responsibilities. It is an important and concentrated area in a healthcare facility. We are responsible for the delivery of the critical components of the Patient Experience, as well as keeping the hospital compliant with the many regulatory agencies, maintaining patient safety through correct patient identification practices and providing extraordinary customer service skills in situations that are often difficult. The need for diversified skills is necessary to effectively meet regulatory requirements, carry out established visitation guidelines that include capturing visitor data, consult with nursing units, advocacy, hospital leadership, concierge leadership to establish appropriate visitation. Concierge Services encompasses the Main Lobby Information Desk and Children's Lobby and mobile Kiosk Podiums and locations.
Duties of a Concierge may include the following but are not limited to:
- Courteously greets all visitors upon arrival to the hospital.
- Oversees patient and visitor interactions in the main lobby.
- Collaborate with security with patient and visitor check in during high volume times.
- Serves as a liaison between individuals in the waiting area and clinical areas by facilitating communication among patients, family members and clinical staff.
- Regularly assesses lobby areas volume and initiates efforts to eliminate unnecessary delays.
- Coordinates efforts across Hospital departments/disciplines to identify impediments to patient flow/treatment in a timely manner.
- Answers telephones in a prompt and courteous manner, providing a high level of assistance to callers.
- Responds to visitor inquiries and/or assist them with problem solving concerns.
- Communicates with patients, visitors and staff in a courteous, respectful and service oriented manner at all times.
- Facilitates all visitors who meet visitation criteria, and respectively denies access to those who do not meet visitation eligibility.
- Utilizes Visitor Management System to accurately account for visitors and their destination.
- Enters visitor contact information and all required information in the Visitor Management System.
- Provides visitors with proper PPE based on the infection control status of the patient being visited.
- Educates visitors on the risks entering the hospital in accordance with current DOH guidelines.
- Contacts patient care units to request permission on behalf of visitors for after hour visiting.
- Uses appropriate crisis prevention and de-escalation techniques when experiencing difficult encounters.
- Appropriately escalates potential problems, issues or unusual questions to supervisor in a timely manner.
- Properly identifies patient's belongings, records belongings and communicates with the distribution team or clinical areas when necessary.
- Organizes supplies and materials at the Information Desk. Keeps all work areas clean, clutter free and well organized.
- Tracks supplies including, but not limited to printer ink, rolls of visitor passes, information handouts, PPE, etc. and promptly notifies supervisor when supplies levels are getting close to established minimum par levels.
- Facilities deliveries of mail, flowers and/or other items throughout the hospital when applicable.
- Assist with training new staff members on programs, regulations or guidelines.
- Provide Concierge assistance via mobile kiosk in designated areas throughout the hospital as assigned.
- Position may require prolonged periods of sitting, walking, lifting, standing or transporting of patients when applicable.
Qualifications
Required: Associate's degree or 2 years experience within a healthcare industry, operations/call center setting, or other fast paced, high volume, face to face, patient/customer service environment. Proficient computer skills. Ability to work independently using strong problem-solving skills. Ability to interpret guidelines and take appropriate action. Willingness and ability to quickly adapt to ongoing processes changes and/or changes in protocols. Ability to coach and train staff.
Preferred: Previous Hospital Concierge/Information Desk experience. First Responder/EMS/Emergency Management experience strongly preferred. Previous instructor/teaching/coaching experience, ability to professionally facilitate large groups.
Special Notes: Resume/CV should be included with the online application.
Posting Overview: This position will remain posted until filled or for a maximum of 90 days. An initial review of all applicants will occur two weeks from the posting date. Candidates are advised on the application that for full consideration, applications must be received before the initial review date (which is within two weeks of the posting date).
If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. Please note, that if no candidate were identified and hired within 90 days from initial posting, the posting would close for review, and possibly reposted at a later date.
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- Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises.
- All Hospital positions maybe subject to changes in pass days and shifts as necessary.
- This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair.
- This function/position maybe designated as "essential." This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities.
Prior to start date, the selected candidate must meet the following requirements:
- Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Medicine's Employee Health Services*
- Complete electronic reference check with a minimum of three (3) professional references.
- Successfully complete a 4 panel drug screen*
- Meet Regulatory Requirements for pre employment screenings.
- Provide a copy of any required New York State license(s)/certificate(s).
Failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer.
*The hiring department will be responsible for any fee incurred for examination.
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Stony Brook University is committed to excellence in diversity and the creation of an inclusive learning, and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws.
If you need a disability-related accommodation, please call the University Office of Equity and Access at (631)632-6280.
In accordance with the Title II Crime Awareness and Security Act a copy of our crime statistics can be viewed here.
Visit our WHY WORK HERE page to learn about the total rewards we offer.
Stony Brook University Hospital, consistent with our shared core values and our intent to achieve excellence, remains dedicated to supporting healthier and more resilient communities, both locally and globally.
Anticipated Pay Range:
The salary range (or hiring range) for this position is $43,697 / year.
The above salary range represents SBUH's good faith and reasonable estimate of the range of possible compensation at the time of posting. The specific salary offer will be based on the candidate's validated years of comparable experience. Any efforts to inflate or misrepresent experience are grounds for disqualification from the application process or termination of employment if hired.
Some positions offer annual supplemental pay such as:
- Location pay for UUP, CSEA & PEF full-time positions ($4000)
- Night shift differential ($000), evening shift differential ($000)
- Inconvenience pay/supplemental shift differential. ($575)
- Geographic Pay ($000)
Your total compensation goes beyond the number in your paycheck. SBUH provides generous leave, health plans, and a state pension that add to your bottom line.
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