Job Information
UPMC Concierge Supervisor, UPMC Mercy in Pittsburgh, Pennsylvania
UPMC Mercy is hiring a Full-Time Supervisor, Concierge to support the Mercy Information Desk and Pavilion Concierge!
This position typically works Monday-Friday with varied hours based on the department's needs.
This position supports the Mercy concierge and the Pavilion concierge. There is a high degree placed on working with our patients, visitors, and staff in both buildings. It is essential to build good working relationships with the Units and their staff members. Preferred candidates will have excellent customer service skills, computer skills, organization skills and interpersonal skills.
Purpose:
The Supervisor will be responsible for the The Supervisor, have direct oversight for the concierge team and the department operations. Responsible for department scheduling, team training, recruitment and selection, performance management and ongoing improvements to the guest service program.
Responsibilities:
Schedule personnel to meet operational needs and in accordance with volume and budgetary guidelines. Provide for direct supervision of hourly associates and their adherence to all UPMC policies and procedures and department standards and guidelines. Conduct the orientation, training and coaching of new team members. Ensure routine competency checks are completed for all associates with appropriate follow-through. Coach and discipline associates as appropriate and in accordance with Human Resource policies and procedures. Contribute to the relevant and timely performance feedback to associates through the performance review process. Provides ongoing oversight for department workflow and employee engagement strategies to develop a high functioning team. Conduct and document service recovery on all customer complaints as per operational guidelines. Promotes patient safety and trains staff in appropriate responses to conditions when activated. Demonstrates problem solving and ability to act as a liaison between the concierge department and other hospital departments including parking, public safety, transport and EVS.
HS Diploma/GED required.
3 years of customer/guest service experience required.
1 year relevant leadership experience required.
Computer knowledge to access patient information.
Excellent interpersonal skills.
Must poses ability to coach team.
Licensure, Certifications, and Clearances:
- Act 34
UPMC is an Equal Opportunity Employer/Disability/Veteran