Concierge Associate

Shift: Day shift

JOB RESPONSIBILITIES

• Guest Services -  Provide or arrange for services to CCHMC guests, including but not limited to transportation, accommodations, activities within the local area, dining and shopping to serve the individual needs of patients, families, and visitors. Make proactive contact with families to assess and address their needs prior to their arrival. Develop and carry out various methods of contacting families regarding their visit to CCHMC. Monitor the arrival of out-of-town guests to ensure patients and families reach their internal destination with care providers. Intake family concerns regarding their visit to Cincinnati pertaining to housing, transportation, area attractions, and other non-clinical events and then delegate appropriate resolution or direct to appropriate staff or outside vendor. Check in with families to reassess their needs, researching and resolving any problems or requests. Coordinate lodging/transportation for international families in collaboration with Global Health and Interpreter Services; having the utmost understanding and respect for all different cultures.

• Resource Management -  Serve as a conduit to all hospital resources. Stay current with organizational changes such as clinic locations, daily events, and changes in policies and procedures and communicate these updates clearly and positively to families and staff. Develop an awareness of local, regional, national and international resources. Maintain strong working relationships with external businesses and community organizations to which patients and or families are referred. Collaborate with MPS and Disaster Management to create and implement plan for hospital inclement weather lodging needs and requests for employees and staff. Manage Patient Shuttle in collaboration with Transportation.

• Community -  Maintain good standing relationships with external establishments to provide non-clinical support services for all families. Reach out into the community to forge new relationships with other organizations to benefit families. Use social media and internal resources o market services toward target audiences. Manage Facebook and or social media page for Guest Services. Provide families with welcome and changes to information via social media and email.

• Data Management -  Manage and document requests for information (inquiries) from families and CCHMC staff. Demonstrate critical and innovative thinking to create solutions to resolve inquiries. Maintain data for daily and or upcoming appointments for patients and room eligibility for Ronald McDonald House. Assist with reporting of department statistics and trends.

• Events -  Assist in the planning, implementation, and coordination of events and programs for patients and families. Ensure safety, security and infection control guidelines are followed. Provide point of sale education and maintain daily operations of the Safety Resource Center. Collaborate with Leadership on special projects, conferences, educational programs, and committees as needed and requested. Participate in company-wide initiatives/projects/committees. Provide recommendations and facilitate the use of technology to enhance patient and CCHMC experience and improve marketing.

JOB QUALIFICATIONS

• High school diploma or equivalent

• 2+ years of work experience in a related job discipline

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*Expected Starting Pay Range

About Us

At Cincinnati Children's, we come to work with one goal: to make children's health better. We believe in a holistic team approach, both in caring for patients and their families, and in advancing science and discovery. We strive to do better and find energy and inspiration in our shared purpose. If you want to be the best you can be, you can do it at Cincinnati Children's. 

 Cincinnati Children's is:  

• Recognized by U.S. News & World Report as a top 10 best Children's Hospitals in the nation for more than 15 years 

• Consistently among the top 3 Children's Hospitals for National Institutes of Health (NIH)  Funding 

• Recognized as one of America's Best Large Employers , America's Best Employers for New Grads

• One of the nation's America's Most Innovative Companies  as noted by Fortune 

• Consistently certified as great place to work  

• A Leading Disability Employer  as noted by the National Organization on Disability  

• Magnet designated for the fourth consecutive time by the American Nurses Credentialing Center (ANCC)  

 We Embrace Innovation—Together.  We believe in empowering our teams with the tools that help us work smarter and care better. That's why we support the responsible use of artificial intelligence. By encouraging innovation, we're creating space for new ideas, better outcomes, and a stronger future—for all of us. 

Comprehensive job description provided upon request.

Cincinnati Children's is proud to be an Equal Opportunity Employer committed to creating an environment of dignity and respect for all our employees, patients, and families. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, age, genetic information, national origin, sexual orientation, gender identity, disability or protected veteran status. EEO/Veteran/Disability