Concierge Supervisor - Variable Shifts - Includes Weekend Hours

Position Summary
 

At Stony Brook Medicine, The Concierge Supervisor oversees daily lobby operations, ensuring smooth visitation processes and a positive patient and visitor experience. This role manages a large team, coordinates with multiple hospital departments to resolve issues, and facilitates events while minimizing disruptions. Responsibilities include scheduling, staff development, system oversight, budget management, and data reporting, all while demonstrating professionalism and ICARE values.

Duties of a Concierge Supervisor may include, but are not limited to, the following:
•    Ensure the visitation process runs smoothly and efficiently by maintaining strong communication with Nursing Units, Patient Access, and other hospital departments.
•    Proactively problem-solve and de-escalate visitation issues, engaging Security, UPD, ADN, and Care Management when necessary.
•    Monitor the flow and needs of patients and visitors in the lobby, working collaboratively with the Patient Experience team to improve operations.
•    Engage with families and coordinate with Nursing to establish appropriate visitation plans during extenuating circumstances.
•    Manage events that impact lobby operations, such as Honor Walks, press conferences, workshops, and conferences, ensuring minimal disruption to patient and visitor flow.
•    Supervise daily operations of Concierge Services staff of over 40 employees, in addition to Extra Service employees and staff providing overtime support from other hospital departments.
•    Develop schedules to ensure adequate coverage across all shifts while accommodating time-off requests.
•    Conduct annual evaluations and ensure all employees complete mandatory training.
•    Attend weekly meetings with the Revenue Cycle Team and Visitor Management Vendor to address concerns and system developments. Monitor daily concerns and work with the Revenue Cycle Team to achieve timely resolutions.
•    Manage system downtimes during Visitor Management System upgrades.
•    Educate staff house-wide on utilizing PM Conversation to communicate with the Visitor Management System, ensuring the Concierge team is notified of visitor exceptions and restrictions.
•    Collaborate with Nursing, Security, and Risk Management to implement visitor restrictions when needed.
•    Maintain and manage the department budget.
•    Analyze data and prepare reports.
•    Consistently demonstrate professionalism, courtesy, and ICARE values in all interactions with patients, visitors, and staff.

Qualifications

Required Qualifications:

• Bachelor's degree and more than 4 years of experience as a front-line manager providing quality customer service in a high-volume environment or, in lieu of a Bachelor's degree, an Associate's degree with more than 6 years of experience as a front-line manager providing quality customer service in a high-volume environment. Please Note: Verification of degree (e.g., diploma or official transcript) is required for this role. Upload of documentation must be included with your application for consideration. 

Preferred Qualifications:  

• Bachelor's degree
• 4 or more years of experience as a front-line manager in a hospital setting

Special Notes:  Resume/CV should be included with online application

Posting Overview:  This position will remain posted until filled or for a maximum of 90 days. An initial review of all applicants will occur two weeks from the posting date. Candidates are advised on the application that for full consideration, applications must be received before the initial review date (which is within two weeks of the posting date). 

If within the initial review no candidate was selected to fill the position posted, additional applications will be considered for the posted position; however, the posting will close once a finalist is identified, and at minimal, two weeks after the initial posting date. Please note, that if no candidate were identified and hired within 90 days f