The incumbent is responsible for providing hospitality services to UI Health patients, families, and guests throughout the enterprise and at outreach/community functions. The hospitality program includes but not limited to greeter/escort, concierge services, administering the patient/family/guest visitation policy, patient experience rounding, assisting the Spanish speaking community in their Limited English Proficiency (LEP) experience, service excellence / customer service recovery, experience navigation, providing documentation of complaints, and collaborating with other key stakeholders.

1. Hospitality & Concierge Services
a. Serves as the point person for patient/guests to provide and/or retrieve information
b. Greets patients and guests, provides information and way-finding services.
c. Distributes information related to UI Health activities, policies, and other material to patients, families and guests.
d. Conducts basic-level assessment of customer service needs and makes arrangements to ensure needs are met
e. Consults with UI Health departments to comply with visitation policies EC 3.01 and 3.03.
f. Consults with patient transport and coordinates patient pick up and transportation needs internally and externally.
g. Work together with Valet and Curb Management to manage patient/guest experience as they enter and leave UI Health facilities.
h. Partners with Volunteer Services to assist with volunteer programs, community outreach, and Customer CARE operations.
i. Partners with departmental leadership to implement departmental processes and best practices
j. Assists lead, manager, or Assistant Director with daily operations and other special projects.

2. Customer Service / Service Excellence:
a. Assists with customer service data collection and data entry functions
b. Assist with service recovery and patient/guest experience.

3. Performance Improvement
a. Participates in departmental and enterprise-wide performance improvement initiatives to enhance the overall patient/guest experience.
b. Recognizes and responds to the diversified needs, behavioral attributes, and physical characteristics of a variety of customer groups served
c. Partner with Operations Excellence to identify experience opportunities and for promoting services and/or key improvement/information.

4. Other related duties as assigned
a. Perform other related duties and participates in special projects as assigned.

CREDENTIALS TO BE VERIFIED BY PLACEMENT OFFICER
1. High school graduation or equivalent
2. Any combination totaling 18 months from the following categories:
a. responsible work experience in customer services, public relations, office administration, business and financial operations, healthcare administration or other closely related experience
OR
b. college coursework as measured by the following conversion table or its proportional equivalent:

• 30 semester hours equals 1 year (12 months)
• 60 semester hours equals 2 years (24 months)