The Lobby Concierge presents a pleasing, helpful, and courteous welcome to patients, families, physicians, visitors, co-workers, and all other internal and external customers of University Hospital. The purpose of the position is to make a positive first impression, to ensure a comfortable transition into the hospital environment, and to see that immediate needs and concerns are addressed appropriately for every guest.
The Concierge greets all patient and visitors in a professional manner and provides information as needed regarding locations and activities. The Concierge maintains all information regarding hospital department locations and events daily. The Concierge exemplifies University of Louisville Hospital customer service standards and follows established policies and procedures in the hospital when providing service. The Concierge projects and maintains a polished appearance, a confident demeanor, and courtesy vocabulary that convey University Hospital’s commitment to service excellence for the customer. The Concierge will be able to recognize, articulate and enact the role that service plays in the health and wellness of patients and families. The Concierge will exhibit a person-centered approach and express a genuine interest in the patients', families', and visitors' well being, whether opening a door or offering a verbal greeting.
The Concierge maintains a current listing of resources, merchants and services and hours of operation; provides area maps, brochures, travel routes and transportation schedules. Participates and completes all in-service training and continuing ed programs, and exhibits an interest in self improvement and expression of highest potential; willingly and cheerfully completes other duties as assigned. Provides wheelchair escort for patients and visitors requiring physical assistance from the curb, front door, or lobby area to/or from the clinics (for patients) or patient rooms (for visitors); also provides physical assistance as needed. Is knowledgeable about and prepared to answer questions regarding locations and services offered on the campus, and has the ability to accommodate customer requests regarding these services.