Welcome Services Concierge

Acts as the first point of contact for patients by providing exceptional personalized service.  This role will be knowledgeable in our safe care promise and visitor policy guidelines.  Responsible for the smooth flow of patients and visitors both externally and internally.
 

Major Responsibilities:

• Successfully manage the first and last impressions of the facility
• Proactively approach, greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service
• Answer telephone and make calls to department, units and outside organizations as requested
• Successfully utilize the Epic system for appointment and patient look-up, input of transport requests       
• Properly communicate with all departments and transport companies on behalf of patients/visitors
• Partner with all hospital staff
• Problem-solve, manage conflict, address patient/visitor concerns and complaints, and initiate recovery steps for service failures
• Assist in maintaining a smooth traffic flow at the entrances to the facility
• Physically assist in the transport of patients/visitors through wheelchair use and escorting -both external and internal
• Physically assist patients in/out of vehicles
• When required, provide symptom screening of patients/visitors entering the facility by asking structured health questions

Licensure, Registration and/or Certification Required:

• None Required.

Education Required:

• High School Diploma or GED

Years of Experience:

• Typically requires 2 years in customer service facing role.

Knowledge, Skills & Abilities Required:

• Life support training courses may be required dependent on department discretion
• Excellent Customer service, communication (written and verbal) and interpersonal skills; ability to positively communicate with others under difficult circumstances
• Intermediate computer skills (prior Epic experience is a plus)
• Must be extremely accurate in a fast paced environment
• Ability to manage multiple demands and priorities
• Demonstrated ability to work as part of a team, independently and collaboratively

Physical Requirements and Working Conditions:

• Ability to stand and walk throughout work area approximately 95% of the workday
• Ability to withstand exposure to weather elements – both extreme cold and heat approximately 95% of the workday
• Able to perform physical tasks such as lifting, standing, walking, pushing, pulling, and moving patients via wheelchairs, wayfinding, and/or escorting
• Ability to tolerate minimal exposures of odors from auto emissions/gasoline

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.