Job Description
Job DescriptionPosition Summary
The Concierge serves as a welcoming first point of contact for patients, families, visitors, and staff at Kedren Community Health Center. This role supports Kedren's mission by providing exceptional customer service, assisting with navigation of services, and ensuring a safe, respectful, and supportive environment for all individuals entering the facility. The Concierge plays a key role in patient experience, access, and coordination across departments.
Essential Duties and Responsibilities
Greet patients, families, visitors, and vendors in a professional, compassionate, and trauma-informed manner
Serve as a central point of contact to provide directions, general information, and assistance navigating Kedren services and departments
- Answer and appropriately route incoming phone calls and in-person inquiries
- Assist with patient check-in support, appointment confirmations, end general administrative tasks as assigned
Coordinate visitor access in accordance with Kedren safety, security, and confidentiality protocols
- Communicate effectively with clinical, administrative, end support departments to address questions or concerns
- Monitor lobby and reception areas to ensure a calm, welcoming, and orderly environment
- Maintain professionalism when interacting with individuals experiencing mental health crises and escalate concerns per protocol
- Protect patient privacy and maintain confidentiality in compliance with HIPAA end Kedren policies
- Document interactions and notify supervisors of issues requiring follow-up or intervention
- Support special events, audits, surveys, and VIP visits as needed
Knowledge, Skills, and Abilities
- Strong customer service orientation with sensitivity to behavioral health populations
- Excellent verbal and interpersonal communication skills
- Ability to remain calm, professional, and empathetic in high-stress situations
- Strong organizational skills and attention to detail
- Ability to multitask and prioritize in a fast-paced healthcare environment Basic computer skills, including email, scheduling systems, and data entry
Ability to follow policies, procedures, and safety protocols consistently
- Bilingual (English/Spanish) preferred
Minimum Qualifications
High school diploma or equivalent required
- Minimum of one (1) year of experience in customer service, front desk, hospitality, healthcare, or behavioral health setting preferred
- Experience working with diverse populations strongly preferred
Physical Requirements
- Ability to sit or stand for extended periods
- Ability to communicate clearly in person and over the phone
Ability to lift up to 25 pounds as needed
Work Environment
Healthcare and community mental health setting
Front desk, lobby, or reception area