Concierge - Information Desk - Part Time - Afternoons

ProMedica Toledo Hospital is one of the largest acute-care facilities in the region. Our 794-bed hospital is staffed by more than 4800 professional healthcare employees who serve a 27-county area throughout northwest Ohio and southeast Michigan. We also have the areas largest board-certified medical staff which is made up of more than 1000 primary care and specialty physicians. Excellent customer service skills and the ability to work in a fast paced environment are a must. In addition for 15 consecutive years residents of Greater Toledo have named us the Consumer Choice Award winner in our market. In fact were the only hospital in northwest Ohio to receive this honor.

POSITION SUMMARY

Maintain customer assistance services at the entrances of ProMedica Toledo Hospital. Greets and directs patients and visitors. Assist customers by providing wheelchairs and escort services when necessary. Is an information source for activities on the hospital campus.

ACCCOUNTABILITIES

1. Greets all patients and visitors in a timely courteous manner assisting with their individual needs. Directs customers to patient and department location on the hospital campus utilizing appropriate maps.

2. Responds to lobby and customer needs by seeking appropriate solutions to problems and complaints.

3. Utilize visitor management software to allow pre-approved visitors to visit patients on units to insure the safety of patients and employees.

4. Assist patients and visitors by providing wheelchair assistance as needed. Notifies appropriate department of patients arrival when necessary.

5. Screen and release patient information to the public per HIPPA and Confidential Status policies via telephone and/or in person.

6. Monitors and reports potentially suspicious or dangerous customer behavior to Security. Assure safety of lobby guests during fire weather or emergency situations.

7. Assists guest in locating meeting or public events. Respond to customer questions about hospital campus and Toledo area directions utilizing the appropriate maps.

8. Supervise activities of the information desk and volunteer Guest Guides. Update and review information desk procedures and hospital wide changes with volunteer Guest Guides.

9. Mentor new department employees and volunteers in the operation of lobby services.

10. Receive and assure delivery of items accepted at the desk.

11. Maintain adequate supply of wheelchairs in lobby vestibule areas. Retrieve chairs from other areas of the hospital. May direct volunteer Guest Guides to assist in retrieval of wheelchairs.

12. Oversee procedures for the 4 hospitality rooms in the Harris McIntosh Tower using daily Hospitality Room Instructions.

13. Oversee mail room operations as assigned: sort all incoming mail sort all outgoing mail for courier service and third-party service coordinate patient mail delivery and complete daily mail pick-ups.

14. Performs other duties as assigned.

• Education: High School Diploma or equivalent.
• Skills: Must demonstrate good mature judgement and be able to make independent decisions pertaining to customer inquiries or concerns. Must demonstrate personal attributes such as tact patience good grammar retentive memory pleasant voice and appearance. Must be able to provide accurate directions; communicate; and respond to inquiries. Requires excellent interpersonal skills to interact courteously and effectively with the diverse customer population that utilizes the hospital services. Must be able to effectively work with all employees who request services. Must have a clear understanding of the ProMedica Customer Service Excellence. Must be able to critically analyze customer and patient safety issues and resolve appropriately.

PHYSICAL DEMANDS

• Must be able to move freely and quickly about the hospital and between campus workstations. Must be able to stand for long periods of time.
• Must be able to input and retrieve information from computer and operate phones.
• Must be able to move most patients and guest safely in a wheelchair: must be able to occasionally move lift and/or carry medium weight materials. Must be able to recognize when assistance is required to move or assist a very large or heavy patient.
• Must be able to tolerate exposure to temperature changes. Requires being outdoors for limited amounts of time in all types of weather.

The above list of accountabilities is intended to describe the general nature and level of work performed by the incumbent; it should not be considered exhaustive.

ProMedica is a mission-based not-for-profit integrated healthcare organizational headquartered in Toledo Ohio. For more information please visit applicants will receive consideration for employment without regard to race color national origin ancestry religion sex/gender (including pregnancy) sexual orientation gender identity or gender expression age physical or mental disability military or protected veteran status citizenship familial or marital status genetics or any other legally protected category. In compliance with the Americans with Disabilities Act Amendment Act (ADAAA) if you have a disability and would like to request an accommodation in order to apply for a job with ProMedica please contact

Equal Opportunity Employer/Drug-Free Workplace