Concierge

Description

Goleta Valley 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

Responsibilities include:

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%)

Qualifications

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.