Job Title:

PRN Ambassador Hospital Concierge Entity:

Hospital of the

University of Pennsylvania Department:

Patient & Guest Relations Location:

Perelman Center for Advanced Medicine, 3400

Civic Center Blvd Hours:

0.01 FTE (24 hours in a four-week period), Day shift (as needed) The Patient & Guest Relations (PGR) department at the Hospital of the University of Pennsylvania at Penn Medicine is the central hub for managing patient concerns, ensuring compliance with CMS regulations, and supporting a safe, compassionate Penn Medicine experience. The team handles real time complaints and formal grievances while partnering closely with physicians, nurses, security, transport, and clinical leaders to resolve issues quickly and effectively. PGR also provides high touch services including welcoming greetings, visitation support, wayfinding, caregiver resources, volunteer coordination, and notary services. The department thrives on collaboration, communication, and problem solving, making it an ideal environment for candidates who excel in empathy, emotional intelligence, critical thinking, and cross department teamwork—people who want to make a meaningful impact on patients, families, and the overall care experience at Penn Medicine.

Summary:

Delivers on our promise to provide a high quality and supportive welcome to all visitors, patients and families. This position is responsible for greeting and responding to the needs of our patients, visitors and families by providing information and assistance in a timely manner. Greets 8,000 to 10,000 patients, family members, employees daily.

Responsibilities:

Provide a welcome to every patient, family member or visitor in accordance with the training provided through Penn Medicine Academy (scripting). Initiates greeting and positive interaction to all. Anticipate and respond to patient, visitor and hospital staff concerns, expectations or needs in a timely manner. Assist immobile patients out of/into vehicles and into/out of wheelchairs safely and courteously. Manages visitor flow at entrances to assure patients of timely arrival for appointments. Support all wayfinding, including the coordination of Outpatient Transports. Collaborate with patients, visitors and hospital staff to deliver a coordinated and seamless service to Patients and Visitors, including patient transportation. Work within a safe environment regarding patient's special needs in order to prevent falls or other accidents. Provide other services such as calling for cabs, coordinating paratransit, and assisting patients with hotels, restaurants and public transportation services. Ensure all outside vendors check in with Security.

Education or Equivalent Experience:

H.S. Diploma/GED (Required) Associate of Arts or Science preferred We believe that the best care for our patients starts with the best care for our employees. Our employee benefits programs help our employees get healthy and stay healthy. We offer a comprehensive compensation and benefits program that includes one of the finest prepaid tuition assistance programs in the region. Penn Medicine employees are actively engaged and committed to our mission. Together we will continue to make medical advances that help people live longer, healthier lives. Live Your Life's Work We are an Equal Opportunity employer. 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