What are the responsibilities and job description for the Lead Labor & Delivery Patient Concierge position at Best Upon Request?
Title: Lead Labor & Delivery Patient Concierge
Reports to: Regional Manager
FLSA Status: Non-exempt
Great Place to Work-Certified six years in a row, Best Upon Request Corporate, Inc. (BEST) is a growing, values-based company that creates life-enriching experiences for our clients and customers, team members, and community.
Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. Our concierge programs improve organizational culture by decreasing stress for employees and managing the non-clinical needs of patients. BEST serves many industries including finance, tech, insurance, consulting, manufacturing, distribution, and healthcare.
BEST knows that its greatest asset is our people. This is why our BEST team can expect comprehensive total rewards that focuses on well-being. We also work to create a high-trust, highly collaborative environment where each team member can thrive.
Team member will be scheduled to work 32 hours per week.
Shifts are Monday, Tuesday, Wednesday, and Friday from 11:00am to 8:00pm PT.
Position Summary/Objective:
This position supports the maternity patients and families of BEST’s client hospitals by focusing on improving their experience in the healthcare setting. The Labor & Delivery (L&D) Patient Concierge’s main objective is to compassionately care for patients and deliver excellent customer service. This role leads a team of L&D patient concierges.
Accountable for:
Must be able to stand, sit, and walk for extended periods of time, and move, lift, carry, push, and pull objects weighing 25 pounds on a regular basis and up to 50 pounds on occasion.
This role description is not intended to include all possible accountabilities.
All team members of Best Upon Request may be required to perform duties other than those listed in a role description.
Reports to: Regional Manager
FLSA Status: Non-exempt
Great Place to Work-Certified six years in a row, Best Upon Request Corporate, Inc. (BEST) is a growing, values-based company that creates life-enriching experiences for our clients and customers, team members, and community.
Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. Our concierge programs improve organizational culture by decreasing stress for employees and managing the non-clinical needs of patients. BEST serves many industries including finance, tech, insurance, consulting, manufacturing, distribution, and healthcare.
BEST knows that its greatest asset is our people. This is why our BEST team can expect comprehensive total rewards that focuses on well-being. We also work to create a high-trust, highly collaborative environment where each team member can thrive.
Team member will be scheduled to work 32 hours per week.
Shifts are Monday, Tuesday, Wednesday, and Friday from 11:00am to 8:00pm PT.
Position Summary/Objective:
This position supports the maternity patients and families of BEST’s client hospitals by focusing on improving their experience in the healthcare setting. The Labor & Delivery (L&D) Patient Concierge’s main objective is to compassionately care for patients and deliver excellent customer service. This role leads a team of L&D patient concierges.
Accountable for:
- Providing leadership and direction to a team of L&D patient concierges (e.g., ensuring synergy between client objectives and team dynamics, approving PTO and timecards, publishing work schedules, conducting reviews and coaching the team to success, etc.)
- Fulfilling customer services and L&D patient needs (e.g., rounding to patients, providing care and comfort, enhancing maternity patient’s pregnancy journeys, etc.)
- Accurately capturing service activity within BEST’s service management platform.
- Living out BEST’s core values at work: being trustworthy, compassionate, resourceful, focusing on results and creating value.
- At least one year experience (with three to five years being preferred) in a fast-paced customer service environment.
- One to two years of management experience preferred.
- Proficient in Microsoft Office, primarily Outlook, Word, and Excel.
- Proficient with point-of-sale technology platforms with a strength in data entry accuracy.
- Servant hearted, compassionate, respectful, empathetic, approachable, personable, and humble.
- Stress tolerant; ability to be exposed to high stress, emotional situations.
- Passionate about supporting people.
- Detail oriented and committed to accuracy.
- Excellent verbal and written communication skills.
- Creative, curious, and solutions-minded.
- Transparent, authentic, positive, values-driven, and an excellent listener.
- Must have high level of interpersonal skills to handle dynamic customer situations; demonstrated poise, tact, and professionalism.
- Ability to manage multiple service requests, respond effectively and deliver on time.
- Ability to pass a background check and drug screen.
- Must have valid driver’s license, reliable transportation, and maintain required vehicle insurance coverage.
Must be able to stand, sit, and walk for extended periods of time, and move, lift, carry, push, and pull objects weighing 25 pounds on a regular basis and up to 50 pounds on occasion.
This role description is not intended to include all possible accountabilities.
All team members of Best Upon Request may be required to perform duties other than those listed in a role description.
