Concierge

About the role

Proactively interacts with patients, family, and staff to ensure that customers have a positive first impression, that all interactions are helpful, and all needs are taken care of in a prompt and professional manner. Serves as the primary resource for visitors and guests seeking information, assistance, or recommendations and acts as a liaison between guests and other departments to provide exceptional customer service.

Responsibilities

• Provides a warm welcome to patients, families, and visitors upon arrival.
• Anticipates the customer's needs and concerns, answers their questions, and takes appropriate action.
• Provides wayfinding services for patients and visitors to various hospital locations.
• Ensures customers are directed to the appropriate department without exception.
• Informs patients, families, and visitors about hospital services, features, and amenities, including cafeteria locations and department layouts.
• Answers questions in person or by phone regarding patients, locations, hospital services, or programs.
• Answers incoming telephone calls, determines the purpose, and forwards them to the appropriate patient, personnel, or department.
• Follows up on customer concerns and complaints, assists in resolving issues in a timely manner, and offers service recovery methods when needed.
• Provides hotel, local events, venues, and transportation options using available resources, including computers and phones.
• Offers organizational and local maps, hotel accommodations, restaurant information, and area attractions.
• Assists in maintaining the appearance of the location and individual work area.
• Maintains confidentiality of patients in accordance with HIPAA guidelines.

Requirements

• High School diploma or equivalent.

Qualifications

Preferred:

• Two (2) years of experience in a high-contact customer service position or equivalent setting with demonstrated above-standard performance.

Skills

• Demonstrates basic computer and office equipment skills, including Microsoft Office proficiency.
• Exceptionally strong customer service orientation, presence, and perspective.
• Knowledge of customer service strategies and tactics.
• Excellent written and verbal communication skills and phone etiquette.
• Experience in dealing with multiple demands simultaneously.
• Good time management skills.
• Ability to take initiative to resolve immediate problems.
• Ability to work independently, research, problem-solve, and implement actions.

Physical Requirements

• Must be able to lift, push, or pull 50-80 pounds for short durations.
• Must be able to reach above shoulder level, stand, reach below knee level, kneel, squat, bend/twist at the waist, grasp with both hands, position/turn patients, and push/pull a wheelchair.
• Ability to sit or walk for extended periods of time.

Working Environment

• May be scheduled to work various shifts based on departmental and patient needs.
• May be required to travel between facilities/buildings.
• Able to wear latex or non-latex gloves with frequent changes and hand washing.
• May be exposed to various situations related to working in an acute care hospital environment.

Schedule

Scheduled Weekly Hours: 40