Who We Are:

St. John’s Episcopal Hospital is the only hospital providing emergency and ambulatory care to the densely populated, culturally and economically diverse, and medically underserved populations of the Rockaways and Five Towns in southern Queens County and southwestern Nassau County, New York. Celebrating over 110 years of community care, the 257-bed facility provides people of all faiths with comprehensive preventive, diagnostic treatment and rehabilitative services, regardless of ability to pay.

Come Grow With Us!

Type: Full-Time (75 hours biweekly)

Shift: Varies

Hours: Varying hours between 7:00 AM and 8:00 PM Monday through Friday

Varying hours between 8:00 AM to 8:00 PM Saturday and Sunday

Pay: $50,000 per year

Job Summary:

Senior Concierge Experience Specialist

The Concierge Experience Specialist plays a vital role in delivering a warm, personalized, and memorable experience to all guests, patients, and team members at EHS. As the first point of contact, this individual sets the tone for every visit, creating a welcoming and professional environment that reflects the highest standards of hospitality and care. We are seeking candidates who are passionate about customer service and eager to contribute to a dynamic, service-based team focused on enhancing every interaction with empathy, compassion, and efficiency.

Key Responsibilities

• Greet all guests and patients with a friendly, engaging demeanor, ensuring a positive first impression and a service experience that exceeds expectations.
• Provide clear, calm guidance in high-stress situations and assist with navigating hospital services and procedures.
• Identify and appropriately manage visits from regulatory or accreditation representatives, ensuring timely communication and proper escorting.
• Guide visitors through the screening and badging process using the Well Screen system and distribute visitor passes in alignment with EHS policies.
• Actively round the lobby and waiting areas to ensure they are clean, welcoming, and comfortable, while keeping guests informed of wait times.
• Uphold AIDET and ICARE hospitality principles in all interactions; access interpreter services for non-English speaking guests as needed.
• Quickly assess and respond to urgent medical concerns by connecting guests with emergency or clinical personnel.
• Serve as an informative and reassuring resource for guests, offering directions, parking guidance, and area recommendations.
• Support patients and families through coordination of clothing needs and care continuity in collaboration with clinical teams.
• Address guest feedback with professionalism and escalate complex concerns to appropriate departments when necessary.
• Maintain consistent coverage at the front desk while adapting to unforeseen challenges in a fast-paced environment.
• Provide wheelchair access and accompany EHS guests upon request to their appointments, or when visiting friends/ family members.
• All other duties as assigned.

Qualifications & Skills

• Associate’s Degree preferred.
• 1-2 years of experience in high-end hospitality, guest services, or healthcare customer service preferred.
• Strong commitment to exceptional customer care, with a proven ability to create meaningful and positive guest experiences.
• Excellent interpersonal skills with cultural sensitivity and the ability to remain calm and composed under pressure.
• Strong problem-solving skills and the ability to follow detailed procedures in dynamic situations.
• Capable of standing for extended periods; basic computer proficiency required.
• English fluency required; bilingual abilities preferred.