Responsibilities

**What You Will Do**

To provide customer service, information, assistance, and volunteer guidance and training. Provide information and personal service to internal and external customers.

**Required Qualifications**

* H.S. Diploma or Equivalent

* 2 Years experience in a healthcare environment preferably in a high contact customer service position with demonstrated above standard performance.

* Experience in dealing with multiple demands simultaneously.

**Preferred Qualifications**

* Some college.

**Essential Functions**

* Customer service

Provides information and answers questions.

Identifies and resolves customer satisfaction issues and appropriately reports them to the appropriate person in the appropriate department.

Responds to issues and requests immediately using good customer service standards.

Answers phone and triages incoming telephone calls. Ensures telephone calls are answered and forwarded to the appropriate person or department in a timely and friendly manner.

At work station ready to work on time.

Meets dress code.

Utilizes problem solving skills for resolution of customer issues.

Completes annual competencies.

Knowledgeable of all policies and procedures and implements appropriately.

Accesses hospital databases to provide needed information at the RI Desk.

Assists in arranging for interpreting services, when or as needed, for our staff, families, and patients that we serve.

Assists checking in patients for PAS Admitting registration needs as needed.

* Demonstrates adaptability

Demonstrates adaptability/flexibility by accepting new assignments and changing workload.

Willingly assists with smooth implementation of new and/or changes in existing procedures.

Offers to help out others as the needs arise.

Supports CIC, Patient Relations, Administration and other departments with ad hoc duties and projects.

Participate and assist in preparing for meetings.

* Demonstrates initiative

Demonstrates motivation/initiative by: independently responding to STAT assignments, utilizing time wisely to assist in completion of work or engages in assigned work projects, identifying problems and recommending appropriate courses of action, attending departmental meetings.

Maintains patient schedules, NP lists and message board.

Awareness of "Friends of Hospital/Foundation" programs.

Knowledge of privacy and confidentiality practices.

Participates with other departments, such as social services, security and Pastoral Care, to ensure a caring and compassionate service to our patients, families and visitors.

* Lost and found

Assists with the complete and accurate processing of non-valuable lost & found items by monitoring and updating Lost & Found logs. Contacts patients and their families as appropriate.

Knowledgeable of all policies and procedures and implements appropriately.

Coordinates and assists CIC, PAS, Linen Company and Patient Relations, as needed, when processing Lost & Found items.

Conducts necessary rounds to all nursing units to retrieve any and all belongings found or left behind by patients and maintain daily log for tracking and trend all items reported, or turned into lost & found (CIC).

* Plan and arrange for transportation services

Assists departments by arranging escorts for patients to departments in a timely manner; communicating and informing patients' families of hospital procedures.

Dispatches Messenger Aide volunteers appropriately and efficiently.

Arranges for shuttles, vans, taxis as appropriate.

Maintains good communication with other departments as needed.

Ensures that all-pertinent information is accessible in our Main Lobby Information Desk.

* Teamwork and problem resolution

Advocates the Mission, Value, and Philosophy of Sharp HealthCare and exemplifies the Sharp Experience to the lobby team (volunteers and staff).

Employs active listening, telephone etiquette and communicates directions/instructions slowly and clearly.

Identifies and resolves customer satisfaction issues and appropriately reports them to Patient Relations Department.

Responds to issues immediately and reports and documents them in a timely manner.

Demonstrates the Five Must Haves and 12 Behavior Standards.

Attends meetings and participates in problem identification and solution.

Is organized; timely follow through on paperwork, scheduling and messages.

Works with other Concierge staff to develop standardized practices.

Demonstrates positive initiative and motivation; creates a team spirit and pride in the department.

Utilizes service recovery tools appropriately.

Appropriately triage issues and concerns reported to RI Desk and assist in the research and resolution of concerns by active participation.

* Volunteer oversight

Assists in the supervision of lobby volunteers; Prioritizes duties; Monitors all lobby activity.

Orients volunteers to concierge role.

Volunteers demonstrate knowledge of facility, escorting functions, and problem solving.

Volunteers know about resources available in solving issues.

Maintains a safe and clean lobby.

Coordinates the safe use and storage of wheelchairs.

Maintains community resource listings and telephone lists.

**Knowledge, Skills, and Abilities**

* Bilingual English/Spanish required. Ability to read and write in Spanish.

* Strong customer service background. Ability to deal with different people and temperaments.

* Effective oral and written interpersonal and customer service skills.

* Ability to present to small groups formally and informally.

* Ability to work with computer keyboard, CRT and input data.

* Good time management skills.

* Ability to supervise others and establish priorities

* Knowledge of Sharp HealthCare, Chula Vista, and community.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class

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