The Guest Services Concierge 2 contributes to a great patient experience by providing non-medical care. The Guest Services Concierge 2 will provide a warm, welcoming first impression to OLOLRMC by providing assistance to all patients and visitors who enter the department. They will facilitate continuous communication with patients, families, team members and Access Care Staff to improve and expedite patient and family centered care. The Guest Services Concierge 2 will recognize potential crisis situations, advocate for security involvement when needed, and act as a liaison between guests and clinical team members.

1. Customer Service
   1. Exhibits hospitality by proactively greeting incoming patients and guests; makes a positive impression
   2. Is able to communicate effectively with patients, families and team members. Facilitates communication between families and the health care team in family waiting rooms and patient care areas.
   3. Uses a telephone console, computer, and other resources to provide accurate information to patients, guests, physicians, and team members. Information is not limited to, but will include patient locations (when appropriate), meeting information, office and clinic locations.
   4. Demonstrates the ability to answers the telephone in a prompt, positive, and helpful manner consistently.
   5. Facilitates way finding services for guests needing directions within the hospital. Escorts guests to destinations when appropriate.
   6. Promotes good customer service, anticipates the customer's needs and provides for them. Acts as resource for patients, guests, physicians, and team members by providing accurate information about local restaurants, hotels, shopping, and events while always recommending those services that can be provided on campus first.
   7. Responds appropriately to urgent situations, such as codes, and communicates effectively to the correct leaders and resources.
   8. Is able to identify service recovery situations and provide solutions
   9. Completes zone rounding for cleanliness; Receives, labels, and delivers mail, flowers, and packages to patients promptly.
2. Administrative and Special Projects
   1. Set up, stock, maintain, and complete daily closing duties for each area as assigned. Report maintenance and housekeeping needs and track for timely completion.
   2. Maintains accurate contact information for the hospital personnel, departments, and local resources.
   3. Actively participates in continuous improvement of services and offerings through pilot programs, approved educational/skill building programs, and department meetings.
3. Other Duties As Assigned
   1. Other duties as assigned.

• Three years of experience in hospitality or customer service, preferably in a healthcare environment.
• High School or equivalent

The Franciscan Missionaries of Our Lady Health System is a leading health care innovator in Louisiana and Mississippi. We bring together outstanding clinicians, the most advanced technology and leading research to ensure that our patients receive the highest quality and safest care possible.

This commitment is grounded in a history that is more than 100 years old, but reflected today by our strategic vision of transforming healthcare through superior performance and excellent patient care.
In the last fiscal year, Franciscan Missionaries of Our Lady Health System had:

• 1,747 Licensed Beds
• 65,322 Discharges
• 44,592 OR Procedures
• 10,827 Full Time Employees
• 331,360 Inpatient Days
• 1,915 Active Medical Staff
• 229,296 Emergency Visits

As a nonprofit, mission-focused Catholic healthcare ministry, we give special attention to our citizens who are most in need. During the most recent fiscal year, we provided more than $39 million in unreimbursed care and community support to the underprivileged.

Our health system is one of the largest in Louisiana, with hospitals, clinics and physicians located throughout Louisiana and in Mississippi. In fact, we provide care to almost half of Louisiana’s citizens, and serve in Mississippi's largest metropolitan area. Because of our size and the partnerships we have with other local organizations, we are able to pool our resources and share cost and service efficiencies and learn from each other, thereby accelerating our ability to improve care and solve challenges.

Since our founding in Monroe, Louisiana in 1911, we have been blessed by the guidance of the Franciscan Sisters. Through their guidance and steadfast example, we have committed to assure that we perpetuate their healing ministry for another hundred years. It is a noble purpose we strive to fulfill every day.

Headquartered in Baton Rouge, Louisiana, we serve patients across Louisiana and Mississippi through a network of hospitals, clinics, physicians, elderly housing and integrated information system. Our health system has partnered with the State of Louisiana as it transforms its healthcare delivery system. The partnership includes inpatient acute care and primary care delivery in Baton Rouge and Bogalusa.

Following in the footsteps of our founders, the Franciscan Missionaries of Our Lady, our team members and physicians are called to provide high quality care and compassion to all people, especially those most in need.

As we look to the future of our healthcare ministry, we chart our course by “going where we are called.”