Front Desk Concierge (Full Time)

Department: Marketing

Position Title: Front Desk Concierge

Reports To: Patient Experience Supervisor/VP Marketing & Business Development

About the Role:

The Front Desk Concierge serves as the first point of contact for patients, visitors, and staff. This role is responsible for providing exceptional customer service, assisting with directions and visitor coordination, and activating hospital emergency overhead codes in accordance with established protocols. The Concierge ensures a welcoming, safe, and organized front lobby environment while supporting hospital communication processes.

Minimum Qualifications:

• High school diploma or equivalent required.
• Strong verbal communication and interpersonal skills.
• Ability to remain calm and professional in fast-paced or emergency situations.
• Clear speaking voice for overhead announcements.
• Basic computer proficiency.
• Ability to multitask and prioritize responsibilities.
• Professional appearance and demeanor.
• Ability to follow hospital policies and procedures.
• Availability to work flexible schedules, including weekends and holidays as needed.
• Ability to stand or sit for extended periods.

Preferred Qualifications:

• Bilingual (English/Spanish) preferred.
• 1-2 years of customer service experience (healthcare or hospitality preferred).
• Completion of emergency code activation competency training upon hire.
• Training and competency validation on PBX system for backup coverage.
• Experience working in a hospital or medical setting.
• Familiarity with visitor management systems.
• Experience handling high-volume customer interactions.
• Knowledge of patient experience standards.
• Experience working with diverse populations.
• Understanding of HIPAA and hospital confidentiality policies.

Job Knowledge:

1. Knowledge of hospital visitor policies and procedures.

2. Knowledge of emergency code activation protocols.

3. Basic understanding of hospital safety standards.

4. Familiarity with PBX or multi-line phone systems.

5. Understanding of patient confidentiality (HIPAA).

6. Customer service best practices.

7. Professional communication standards.

8. Basic computer and office software knowledge.

9. Awareness of hospital departments and locations.

10. Knowledge of escalation procedures.

11. Ability to follow written and verbal instructions.

12. Time management skills.

13. Organizational skills.

14. Conflict resolution techniques.

15. Situational awareness in public settings.

16. Professional boundary awareness.

17. Cultural sensitivity and diversity awareness.

18. Basic documentation procedures.

19. Knowledge of telephone etiquette and call routing standards.

20. Familiarity with security reporting procedures and incident notification processes.

21. Awareness of patient satisfaction and service excellence standards.