Job Description
Job Title: Patient Services Concierge ( Car Park)
Department: Patient Services / Hospital Services
Reports to: Business / Service Manager
Date: 2025
Overall Purpose of Job
Our mission is to provide exceptional patient care in an environment where quality, respect, caring and compassion are at the centre of all we do.
The overall purpose of this role is to welcome and assist patients and visitors on arrival, with a particular focus on supporting car park and traffic flow at the hospital. The Concierge will ensure patients and visitors are received in a warm, professional and helpful manner, providing guidance on parking, dropoff, and access to the hospital. This role requires excellent people skills, the ability to manage complaints calmly and effectively, and a proactive approach to dealing with issues as they arise.
Key Responsibilities and Deliverables
* Act as the hospital's first point of contact for patients and visitors arriving by car, taxi or ambulance.
* Manage traffic flow in and around the hospital car park and dropoff zones, ensuring safety and accessibility.
* Proactively assist patients and visitors to locate parking or advise on alternative arrangements when car park is full.
* Provide clear, courteous instructions to drivers to ensure smooth access and avoid congestion.
* Station at the main entrance during busy periods to guide visitors and patients, provide directions, and support overall flow of people and vehicles.
* Handle complaints or concerns with empathy, patience, and professionalism, escalating to the Team Lead/Manager when necessary.
* Act as a visible, approachable and reassuring presence for patients and visitors at all times. Work closely with security, reception, and patient services teams to ensure a seamless patient and visitor experience.
* Assist vulnerable patients (e.g., elderly, those with mobility issues) in coordinating safe access to the hospital. Report operational or safety issues (e.g., obstructions, accidents, equipment faults) promptly to the relevant department.
Essential Duties include
* Deliver a high standard of customer service, ensuring all patients and visitors feel welcome and supported.
* Manage onthespot issues calmly and effectively, seeking practical solutions while maintaining hospital policies.
* Maintain visibility in the car park and entrance area during peak times, offering proactive assistance.
* Record and escalate complaints or incidents in line with hospital procedures.
* Communicate effectively with colleagues to coordinate parking/entrance management during hightraffic times (e.g., visiting hours, clinics).
* Support the Patient Services Manager and Team Lead with any adhoc tasks related to patient and visitor flow.
Service Delivery
This role is an integral part of daytoday service delivery within the areas:
* Ensure the hospital's values of respect, caring and compassion are evident in all patient and visitor interactions.
* Provide accurate and clear information about hospital facilities and directions.
* Create a calm, orderly, and safe environment around the hospital entrance and car park.
* Contribute to a culture of continuous improvement in how patients and visitors experience the hospital
* Make the most effective and efficient use of developments in information technology for both patient care and administrative support.
* Demonstrate a positive attitude that is supportive of your colleagues and manager in delivering the best service to patients and visitors.
Personal and Professional Responsibilities
The post holder is expected to:
* Adhere to the Hospital's Mission and Vision.
* Demonstrate excellent interpersonal and communication skills, with the ability to engage with people from all walks of life.
* Be confident in managing complaints or challenging situations in a professional and solutionsfocused manner.
* Maintain an extremely high standard of professional personal presentation as a visible representative of the hospital.
* Work flexibly, including adapting hours or duties based on patient flow and hospital needs.
* Build strong collaborative relationships with colleagues across the organisation.
* Be adaptable to change and open to learning new approaches to improve service delivery.
Qualifications, Skills Experience
Essential
* Strong background in customer service, hospitality, or a patientfacing role.
* Demonstrated ability to handle complaints and resolve conflicts effectively.
* Excellent communication and interpersonal skills; approachable and engaging.
* Ability to remain calm under pressure and manage multiple demands.
* Physically able to work on foot in and around the car park and entrance areas.
Desirable:
* Previous experience in a healthcare, hospitality, or publicfacing role requiring crowd/traffic management.
* Knowledge of health & safety procedures in public areas.
Confidentiality
You will be aware of the confidential nature of Hospital work and in particular, the right of patients to confidentiality. To this end you will not discuss workings of the Hospital or its patients with people outside the Hospital, save as required to do so in the course of your work.
The extent and speed of change in the delivery of health care is such that adaptability is essential in this position. The incumbent will be required to maintain and enhance their professional knowledge, skills and aptitudes necessary to respond to a changing situation.
Person Specification
Qualifications
* Leaving Certificate or equivalent.
Experience
* Minimum 2 years of experience in customer facing administrative roles.
* Customer Service experience required.
* Computer literacy, including experience using MS Excel & Word
* Previous experience in a front facing role
Job Specific Competencies and Knowledge
* Ability to communicate effectively and courteously with a wide range of individuals including: patients; referrers; Consultants; clinical & nonclinical hospital staff; health insurance staff.
* Ability to work consistently and accurately with processes and procedures
* Exhibits ability to work as member of a team in daily performance of duties.
* Have a high capacity for responsibility and individual initiative
* Have strong organisational and decisionmaking skills
* Demonstrate ability to write clear and concise English.
Personal Competencies
* All posts in Beacon Hospital require a high level of flexibility to ensure the delivery of an effective and efficient service. Therefore, the post holder will be required to demonstrate flexibility as and when required by their manager of hospital management.
This job description is intended to be an outline of the areas of responsibility and deliverables at the time of its writing. As the Hospital and the post holder develop, this job description may be subject to review in light of the changing needs of the Hospital.