Concierge Guest Ambassador PRN AdventHealth Ocala

Location Address: 1500 SW 1st Ave Ocala, Florida 34471

Top Reasons To Work At AdventHealth Ocala

• Horse Capital of the World
• Driving distance to Gainesville, St. Augustine, Orlando, Tampa, Sarasota
• Part of the community since 1898, providing healthcare to Marion County for over 120 years
• Florida Hospital Ocala offers a broad spectrum of services, with programs that are nationally recognized and accredited
• Spectacular springs throughout the county

Work Hours/Shift:

PRN Days. Works Shifts will vary depending on business needs. Shifts are normally between 4am and 1pm.

You Will Be Responsible For:

PRINCIPAL DUTIES AND JOB RESPONSIBILITIES:

• Act as the designated greeter at for the lobby entrance and provide superb service to every guest.

• Build a lasting relationship with vendors that will provide services to our guests.

• Facilitate the guest check-in process utilizing security management standard operating procedure to ensure all guests are appropriately identified.

• Warmly greets all guests on the premises and provide accurate direction for patients and visitors. Use eye contact and appropriate gestures to show genuine care and concern.

• Exemplifies World Class Service by being attentive and responsive to our guest requests and creates an experience that will always be remembered.

• Project an approachable and professional image in personal appearance, manner, and demeanor.

• Maintain a work environment of cleanliness and organization.

• Effectively communicates with patients and ancillary departments to ensure efficient flow.

• Act as liaison between vendor and guests requesting services.

• Effectively multitasks and navigates multiple computer systems, applications, phone lines, patient schedules, and other information with proficiency.

• Answer outbound and inbound calls from guests and internal team members.

• Work closely with our escort volunteers who are stationed at the front desk.

What You Will Need:

KNOWLEDGE AND SKILLS REQUIRED:

• Ability to use discretion when discussing personnel/patient related issues that are confidential in nature.

• Ability to be responsive to dynamic matrix of hospital needs and act accordingly.

• Self-motivation, quick thinking and problem-solving abilities.

• Proficiency in performance of computer knowledge including Microsoft Outlook and Excel.

• Proficiency in Internet searching functions and basic math functions.

• Capability in communicating professionally and effectively in English, both verbally and in writing

KNOWLEDGE AND SKILLS PREFERRED:

• Communicate professionally and effectively in English, both verbally and in writing (preferred)

• Ability to speak and read (English/Spanish) (Preferred)

EDUCATION AND EXPERIENCE REQUIRED:

• High School Diploma or GED

EDUCATION AND EXPERIENCE PREFERRED:

• Associate Degree

LICENSURE, CERTIFICATION OR REGISTRATION REQUIRED:

• N/A

LICENSURE, CERTIFICATION OR REGISTRATION PREFERRED:

o N/A

SUPERVISORY RESPONSIBILITIES

LIVING OUR SERVICE STANDARDS

How we treat those we serve and each other is what sets us apart from other healthcare organizations. We want everyone who walks through our doors to feel loved, cared for, and at ease. Whether you are clinical or non-clinical, your actions and behaviors can create an environment that either builds trust or causes anxiety and fear. We have made it easy for you to ensure that you are always building trust and providing excellent care by exhibiting our Service Standards.

All team members will be held accountable forconsistently living out our 16 Service Standards and the additional behaviors listed below to ensure that every person, every time has an exceptional experience.

KEEP ME SAFE

I make safety my number one priority.

I protect privacy and confidentiality.

I keep my environment clean.

I follow the dress code and wear my badge correctly.

LOVE ME

I treat others with uncommon compassion.

I nurture whole-person care through CREATION Health.

I treat others with fairness and respect.

I listen and communicate using iCARE. (Introduce, Connect, Anticipate, Reinforce, Extend)

MAKE IT EASY

I help guests to their destination.

I speak highly of others to provide connected care.

I collaborate to create solutions, not excuses.

I innovate and continually seek ways to improve our work.

OWN IT

I am positive and aim to exceed all expectations.

I follow through on commitments.

I use discretion with personal devices.

I recover service and restore trust using ACT. (Acknowledge/Apologize, Correct, Thank)

Team members must conform to all AdventHealth organizational and departmental policies and procedures including but not limited to:

• Mission

• Vision

• Values

• Code of Conduct as outlined in the “Guidelines for Employees” handbook

Establishes and maintains a history of regular attendance; makes appropriate use of PDO and observes department call-in procedures for absence; establishes and maintains punctual work habits. Exhibits timely arrival and departure and dependable time habits including meal and other breaks.

Attends and participates in mandatory facility-wide and department training/meetings as required (including but not limited to: ALN, safety training, etc.). Is able to demonstrate and apply knowledge of fire, safety, security, and disaster procedure regulations as presented in orientation, outlined in the safety manual, and as pertains to each work area.

Required to respond to emergency situations (i.e. disasters, hurricanes, etc.) by reporting to department and staying until the crisis is over or your position is covered by incoming personnel. This is a mandatory requirement. Refusal to respond may result in termination.

Contributes to the successful achievement of department-stated goals and objectives and will facilitate staff cohesiveness and communication.

REQUIRED COMPETENCIES

• Achieves Results: Reflects a drive to achieve and outperform, continuously looking for improvements, and accepts responsibility for actions and results.

• Building Partnerships: Identifying opportunities and taking action to build strategic relationships between one’s area and other areas, teams, departments, units, or organizations to help achieve business goals.

• Continuous Improvement: Originating action to improve existing conditions and processes; identifying improvement opportunities, generating ideas, and implementing solutions.

• Communication Skills: Exhibits excellent oral and written communication skills.

• Critical Thinking: Methodically analyzes and evaluates business problems by defining the challenges, identifying alternatives, and making timely decisions

Job Summary:

The Guest Services Concierge is one of the “first faces” at AdventHealth Ocala and greatly contributes to the World Class Experience we are extending to our patients, visitors, leaders, and co-workers. Warmly greets and attends to guest needs. Understands and follows the organization's policies, procedures and security management guest check-in process. The team member is an independent worker, meeting the day-to-day needs of our guests. Participates in the department’s performance improvement activities and maintains the flow of communication, and resources for the (Guest Services) department. Professionally handle stressful situations, while maintaining quality of work and excellent customer service. Review daily schedules and updates/reschedules any conflicts. Helps keep guest services areas clean and attractive, greeting and helping patients and visitors find their way. Keeps guests/patients informed. Familiar with hospital services, people, locations, and community in order to provide accurate assistance to guests/patients. Physical demands include sitting or standing for extended periods, pushing wheelchairs, typing, and other duties assigned.