Lead Visitor Management Concierge - Baylor Scott & White Health: All Saints Medical Center (Prior Supervisory Experience Required)

Location: Fort Worth, TX

At Towne Park, it’s more than a job, you can make an impact.

A career with us is rewarding in more ways than one.

As a hospitality services company, our commitment is to create smiles by delivering exceptional experiences. When you work with us, you have an opportunity to impact the millions of patients, visitors and guests we proudly serve. Whether providing compassionate service that eases the anxiety of a patient and their family, creating a memorable experience for a guest in a new city, or helping a colleague, every day is a new opportunity to brighten someone else’s day and make an impact. When we see a customer, a client or one of our own team members smile, we know we made an impact. It’s why we do what we do.

Towne Park is a place where you can make a difference and create smiles every day.

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SUMMARY

The Lead Visitor Management Concierge is responsible for welcoming and greeting patients to the facility in a friendly, efficient, and courteous manner. This role collaborates directly with Baylor Scott and White Public Safety to ensure a safe and secure environment for all hospital entrants. Under the direction of the Account Manager, the Lead Visitor Management Concierge has additional duties involving coordination and administration, as well as providing troubleshooting and/or guidance when the manager is not on site. Positioned at all hospital entrances, the Lead Visitor Management Concierge is a vital part of the patient and visitor experience.

Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The hourly base pay range for this position is $20-$21.50 per hour.

Benefits: Employees are eligible to enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are also able to enroll in the company’s 401k retirement savings plan.

Eligibility requirements depend on your job classification, length of employment and number of hours worked. Benefits are subject to change and may be subject to a specific plan or program terms.

Seasonal and temporary roles are not eligible for benefits outlined above.

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

• Oversee employees and arrive and check-in all visitors, vendors, and patients, providing visible badges for their duration in the hospital.
• Accurately enter visitor information into the hospital database while maintaining patient privacy in compliance with HIPAA and PHI standards.
• Monitor screening equipment provided by Baylor and follow respective workflows.
• Oversee employees and promptly report anything suspicious to Public Safety for further evaluation and response.
• Oversee employees and assist patients and guests with inquiries, directions, and initial questions regarding the facility or services.
  

Descriptive Statement(s)

% of Time

Maintain an important level of vigilance, professionalism, and customer service while adhering to established safety protocols and procedures.

25%

As a dedicated Lead, you will oversee and regulate patient and visitor access control in accordance with Towne Health and Baylor Scott and White policies.

25%

Oversee and ensure compliance with Visitor Management procedures and protocols.

25%

Monitor condition of physical area and promptly report anything below standard to management.

15%

Other duties as assigned.

10%

The total amount of time for all functions of the job

100%

Education:

• High School diploma or general education degree (GED) preferred

Required Licensure, Certification, etc.:

• Must be at least 18 years of age and be able to pass a criminal background and drug screen
• Must obtain immunizations and medical tests as required by Baylor Scott and White

Work Experience:

• Must have experience leading a team of 15 or more individuals
• Related customer service experience and/or training; OR equivalent combination of education and experience

Knowledge & Skills:

• Knowledge of principles and processes for providing customers and personal services
• Ability to read and write standard English language
• Ability to multitask
• Ability to prioritize tasks and remain calm in stressful situations
• Ability to de-escalate and remain calm in stressful situations
• Ability to work independently
• Ability to perform general typing and and/or basic computer skills
• Ability to remain calm and composed under pressure
• Strong communication and interpersonal skills, with the ability to interact effectively with individuals from diverse backgrounds
• Attention to detail and consistent adherence to safety protocols

Authority to Act:

☒ Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.

☐ Performs duties independently with minimal supervision, operating from specific and definite directions and instructions. Decisions are of a routine nature made within prescribed operating guidelines, policies and procedures. Mistakes/errors may result in work stoppage, loss of business, poor customer relations and/or damage to product, all of which can have negative financial implications for the organization.

☐ Performs duties with little direction given, operating from established directions and instructions. Decisions are made within general Town Parke policy constraints but occasionally require independent decision making.

Budget Responsibility:

☒ The employee has control over resources available only.

☐ The employee has control over a department(s) budget.

☐ The employee has authority to develop. Manage and control a department(s) budget.

☐ The employee has authority to make financial decisions on behalf of TP.

• Required to work varying shifts, including nights, weekends, and holidays as assigned.
• Must be able to work in inclement weather and various weather extremes.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

☒ Exerting up to 50 pounds of force occasionally, and/or up to 25 pounds of force frequently, and/or greater than 10 pounds of force constantly to move objects.

☐ Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

Working Environment

☐ The majority of work will be performed outdoors for extended periods of time including up to the entire duration of shift. Employees are subject to environmental conditions including extreme heat and cold weather. Protection from weather conditions may be provided, but not necessarily from temperature changes.

☒ The majority of work will be performed in climate-controlled environment; but may be exposed to inclement weather and varying degrees of temperatures on occasion.

Travel

Travel of up to 0% may be required.