Concierge

Description

Santa Barbara Cottage Hospital seeks a Concierge for their Customer Care department responsible for promoting an overall culture of safety, service excellence and authentic hospitality by providing concierge services to our guests. Serves as a greeter, screener, and navigator to those attempting to enter the hospital and a conduit for patients to the admitting staff or the relevant service line. Contributes to the guest experience by helping create and/or working within service enhancement programs such as Benefactor/Special Guest, The Little Cottages, Sleep Room Program, Loan Out Program, etc.

Responsibilities

This is not an exhaustive statement of duties, responsibilities, or requirements. Employees will be required to perform any job, with related instruction given by their supervisor, subject to reasonable accommodation.

As owner of the guest experience, provides hospitality and general information to guests in the lobbies, waiting rooms, and all public areas of the hospital. Promotes service excellence and quality concierge services by assisting guests with any non- clinical needs they may have. Serves as first line of defense and security presence by screening and managing lobby activity to minimize congestion, noise, and to enhance a welcoming and safe environment. Demonstrates familiarity with all safety, emergency, and building access policies & procedures and is able to implement them as needed. (25%)

Efficiently answers all incoming calls with appropriate greeting and routes calls to correct extension quickly and accurately. Where appropriate acts as and takes on operator role and function by use of the existing switchboard system; takes & distributes messages accurately and in a timely manner. (25%)

Ensures proper and efficient patient processing in the initial admitting phase by greeting, gathering relevant information, verifying information through patient management system (Epic), "Arrives" patients through Epic, and collaborates with admitting or other departments to determine the best way to assist the patient during their admitting process. (15%)

Acts as a ?navigator? to help guide guests during the hospital experience. This includes, but is not limited to, personally escorting guests as often as business levels allow and/or walking guests to the escort desk and introducing them to their escort. Maintains a positive working relationship with the department?s volunteers, providing assistance as needed (10%)

Takes ownership of all guest concerns, solving issues personally when possible, and escalating through ?the chain? as needed. Keeps Lead/Supervisor aware and involved in any and all concerns/complaints. For patient concerns, relays pertinent information to the appropriate patient advocate. (10%)

Works closely with the Benefactor Liaison and management team, identifying, greeting, escorting, and facilitating various aspects of the benefactor and special guest service program. (5%)

Creates, contributes, and/or participates in service enhancement programs for the department such as The Little Cottages Program, Sleep Room Program, the Item Loan Out Program, Shared Governance team, and any other approved service enhancements that help create a better experience for our guests. (5%)

Where required announces (via paging system) emergency codes, including drills, meetings, inservices, etc. as requested by appropriate team members. Pages physicians and other team members when needed to complete routing incoming calls. (5%)

Qualifications

All job qualifications listed indicate the minimum level necessary to perform this job proficiently.

Education:

Preferred: 2 years of general college coursework.

Technical Requirements:

Minimum: Intermediate computer skills = 70% or above with Excel, Word & 35 wpm.

Preferred: Intermediate user of MS Outlook. Knowledge of basic medical terminology and hospital services. Basic knowledge of insurance carriers and types of medical coverage. Bilingual skills.

Years of Related Work Experience:

Minimum: 2 years of front of the house or guest service-related experience.

Preferred: Service experience at four diamond property or higher within less than 24 months of hire.