Patient Greeter - Concierge

Located in Largo in the heart of Prince Georges County, our new state-of-the-art regional medical center (UM Capital Region Medical Center) will provide improved access to primary and ambulatory care services, and serve as a tertiary care center for critically ill patients. In addition, our new space will allow us to expand our offerings as a community partner to help improve the health status of Prince Georges County residents.

P OSITION SUMMARY

Under limited supervision, greets and directs visitors, physicians, clergy, vendors, and others to all areas of the UMCRH campus; responds to inquiries and disseminates information as appropriate. This position is a key role in the Center for Advanced Medicine building. This person will be the first person that patients interact with; therefore, this person should have excellent customer-facing skills. Role will include helping determine where patients go via EPIC or phone call to appropriate department, assisting with wheelchairs for patients when necessary. All persons entering the building will be greeted in a pleasant manner and ensuring they get to the right place. This person should exhibit superior service excellence behaviors.

Principal Duties:

1. Acknowledges all persons entering the facility with a personal greeting.

2. Assists patients and family in locating areas in the cancer center and campus-wide.

3. Assists patients and families with transportation needs, i.e., taxicab service, county bus, etc., using appropriate resources.

4. Assists patients and families with wheelchairs including transporting or coordinating assistance with receiving location when patient is unaccompanied. Oversees and maintains appropriate supply of wheelchairs in lobby area.

5. Has a general knowledge of the surrounding community to include off-campus medical facilities/offices, businesses, taxicab and other transportation companies, etc.

6. Assists patients and families with any challenges they may encounter and maintains a record of such.

7. Always uses proper safety measures such as hand hygiene, cleanse in/cleanse out,

cleaning wheelchairs after use. Checks AED status as recommended.

8. While making rounds, collects and properly disposes of trash that have been dropped on floors and parking areas.

9. Demonstrates superior service excellence behaviors.

10. Aids in identifying trends and assists in recommending solutions to any barriers to service excellence.

11. Demonstrates appropriate interpersonal communication skills for the following age groups:

() infant () adolescent

() toddler () adult

() school-age () geriatric

12. Performs other duties as assigned.

Customer Service :

1. Greets customers in courteous, friendly, respectful and professional manner at all times, including maintaining eye contact when appropriate.

2. Follows communication protocols to both internal and external customers, including introducing him/herself with job title and experience, asking open ended questions, such as How may I be of help to you? using the customers name as soon as it is learned.

3. Responds promptly and appropriately to customer questions/concerns/complaints and attempts immediate resolution.

4. Keeps customers information confidential, including public places such as elevators or the cafeteria.

5. Provides assistance and offers help immediately, including finding someone else to meet the request, if unable to do so him/herself. Introduce other staff to customers when a hand-off occurs and explain that the person will provide excellent service.

6. Demonstrates commitment to excellent service recovery when a customers expectations have not been met.

Commitment to Co-Workers:

1. Offers assistance to colleagues and other departments when needed.

2. Takes responsibility for solving problems regardless of origin; completes assignments, and respects deadlines.

3. Resolves conflict directly with colleagues and seeks assistance from others if the issue cannot be resolved. Refrains from criticism in public.

4. Mindful and respectful of others time and schedules. Attends meetings on time and communicates any absences.

5. Provides co-workers with a status report for continuity of workflow when planning to be out of the office, off the unit, or away from the department

Communication Etiquette:

1. Respectful, courteous and professional in all forms of communication and follows facilitys service communication protocol in all interactions.

2. Refrains from use of personal cell phone in patient care areas and keeps usage to a minimum at all other times while on duty.

3. Does not text or use e-mail during meetings (except for exigent or emergency situations).

4. Limits use of business cell phone during meetings (remain on vibrate and/or calls go to voicemail).

5. Makes every effort to answer telephone calls within three rings, introducing him/herself, department and title (if appropriate). Asks permission before placing the caller on hold or using the speakerphone. If caller is transferred, gives the caller the extension number of the person he or she is being transferred to. Offers further assistance to the caller upon completing the conversation.

6. Maintains an appropriate voicemail message and when away from the office has an out-of-office email message that is brief, current, and includes name and department and offers the caller options if possible.

7. Returns email and voicemail messages promptly but no later than within one business day (24 hours).

8. Always mindful of voice and language in public.

S e lf Management:

1. Reports to work appropriately groomed and in compliance with the Hospitals dress code. Wears identification badge at all times at chest level and facing outwards so identification is clearly visible.

2. Complete all assignments within deadlines or negotiates alternative actions and time frames in order to achieve desired outcomes.

3. Completes mandatory, annual education and competency requirements.

4. Follows UMCAP safety, infection control and employee health standards.

5. Demonstrates responsibility for personal growth, development and professional knowledge and competency.

6. Adhere to all UMCAP and department policies and procedures, including Code of Conduct and professional behavior standards. Does not exceed Hospital guidelines in reference to attendance, punctuality, and use of sick and unplanned absences. Provides notification of absences, lateness and vacation requests according to department guidelines. Respects length of time for lunch and break times.

7. Reviews, signs, and adheres to UMCAP and/or departmental confidentiality statement.

P OSITION REQUIREMENTS :

Licensure/Certification/Registration

Required : Current Maryland N/A in good standing as a

Life Support Certification:

Basic Life Support Health Care Provider (BLS-HCP)

Education/Knowledge

Attained Level: Entry Level

Applicable Experience

Experience (years): 1 year Preferred: 5+

Experience (describe required & preferred): Required 1 year and preferred 5+ years experience in a customer- oriented environment with 6 months clerical and/or receptionist experience.

Any combination of education, experience and training which provides the required skills, knowledge and abilities to perform the job.

Technical/Clinical Skills

Microsoft Office Suite Skill Level

Word: Basic Excel: Basic

PowerPoint: Basic Access: Basic

Communication Skills & Abilities

Select highest applicable level: Effective Oral/Written Skills and Provide Empathy

Problem Solving/Analytical Skills & Abilities

Entry Level - Service

All your information will be kept confidential according to EEO guidelines.

Compensation

• Pay Range: $17.68-$24.76
• Other Compensation (if applicable):
• Review the 2025-2026 UMMS Benefits Guide

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