6 hours

Account Director, International Patient Concierge Services

Rochester, NY
  • Job Code
Careers Center | Account Director, International Patient Concierge Services
  • Account Director, International Patient Concierge Services

    Location US-MN-Rochester
    System ID
    Relocation Type
    Employment Status
  • Unit Description

    The Account Director, International Patient Concierge Services will act as Circles’ key representative for Mayo Clinic, ensuring overall program success across the enterprise.  In this role, you will serve as a key member of Circles’ U.S. Operational leadership team, with a primary focus on planning and implementation of policies and systems to ensure that we are providing outstanding service to, and building strong relationship with our most valued members, guests, local partners and client.  You will oversee a dynamic & multicultural team supporting the international community predominantly from middle eastern countries visiting Mayo Clinic. Your effectiveness in understanding and exceeding our client’s expectations with regard to servicing, cultural competencies, partnering and meeting business and quality goals, while enhancing and maintaining patient satisfaction will ensure your success. You will be responsible for the overall operation, growth, and profitability of Circles International Concierge Program for Mayo Clinic servicing the needs of diverse incoming international guests.


     Job Responsibilities:

    • Building and maintaining strong ethical, tactical and strategic relationships with client, team and patients.
    • Assist in development of a clear communications system with marketing, operations and sales teams.
    • Plan and schedule client meetings as necessary.
    • Act as liaison between Circles, client and Mayo’s International Patients.
    • Assist in client contract renewal.
    • Develop a clear understanding of client’s needs and communicate them back through the organization.
    • Facilitates project management while leading a multi-disciplinary team including financial analysis, reporting, problem solving and team collaboration.
    • Regulate staffing in accordance with fluctuating workload, adhere to Circles monthly budgeting standards.
    • Partner in the support of institutional projects, staff recruitment, policy implementation, and serve as the primary resources for issues and communications to client.
    • Performs duties independently and initiates judgment in handling a variety of management issues. 
    • Direct reports include multi-cultural operational supervisors and other multi-cultural Concierge department personnel.
    • Partner with all internal and external constituents to build strong professional relationships to support Mayo’s vision and standards
    • Lead the implementation of new initiatives and programs.
    • Effectively plan and assist in local marketing programs.
    • Partner in increasing employee motivation, engagement, morale; while we exceed client expectations.
    • Provide assistance to management team to provide support to the staff and deliver excellent results across the positions.
    • Partner with Human Resources in hiring of all onsite staff.
    • Sensitive to ethnically diverse patients and understanding diverse cultural norms


    The ideal candidate must possess the following attributes:

    • Solid business judgment
    • Proactive
    • Energetic
    • Analytical
    • Deadline oriented
    • Positive attitude
    • Problem-solver
    • Identifies and communicates priorities
    • Calmly manages multiple tasks
    • Welcomes change
    • Flexible



    • Bachelor’s Degree required, advanced degree is preferred
    • 7+ years of Account Executive experience is required
    • Demonstrated strong MS Office abilities including PowerPoint, Excel, and MS Word



    About Circles

    Circles Concierge, a key component of Sodexo’s Quality of Life service offerings, specializes in Concierge services tailored to solve for a variety of business needs such as employee productivity, customer loyalty, resident satisfaction and patient experience. Our Concierge staff is dedicated to making the lives of our members easier and more fulfilling.

    Circles provides a premier benefit of virtual and on-site concierge services to organizations across the globe. Using state of the art technology as a backbone, our programs are customized to meet your unique business needs.



    Position Summary

    Directs all contract management service operations at a Conference Center Campus, Meeting Management or Lodging property. Plans, organizes, staffs, and directs multiple services which generally includes: sales and marketing, conference services, food and beverage, front office, housekeeping, laundry, transportation, engineering, conference planning, audiovisual technology, accounting and finance, human resources, development and professional growth of management team. Manages the client relationship on a daily basis while ensuring customer satisfaction and good public relations. Manages through managers and is accountable for the contract. Senior-most person assigned to a one client account.
    Key Duties
    -Sales/revenue critical job duty
    -Business management overall business (operations management)
    -Supervision of staff/directing team
    -Communications/Sodexo process management

    Qualifications & Requirements

    Basic Education Requirement - Bachelor’s Degree           

    Basic Management Experience - 5 years              

    Basic Functional Experience - 5 years of work experience in hospitality services including hotel management, conference center services, food services, etc.

    Sodexo is an EEO/AA/Minority/Female/Disability/Veteran employer.




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    Account Director, International Patient Concierge Services

    Rochester, NY

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