Concierge Guest Services

Job Summary

Proactively interacts with patients, family, and staff to ensure that customers have a positive first impression, that all interactions are helpful, and all needs are taken care of in a prompt and professional manner. Responsible for providing personalized service to every customer in accordance with the standards for the hospital. Expected to screen and take the temperature of any person entering assigned entrance. Serves as primary resource for visitors and guests seeking information, assistance or recommendations and acts as a liaison between guests and other departments in an effort to provide exceptional customer service.

Responsibilities

Core Duties
Provides a warm welcome to patients. Anticipates the Customer’s needs and concerns, answers their questions, and takes the appropriate action. Provides way finding services for patients and visitors to various hospital locations. Assures that the customer is directed to the appropriate department without exception. Informs patients, families, and visitors of hospital services, features, and amenities to include the cafeteria and locations of various departments throughout Mon Health. Answers questions in person or by phone for our visitors, families, or other customers who have questions about patients, locations, hospital services, or programs. Answers incoming telephone calls to determine purpose of a call, and to forward the call to the appropriate patient, personnel, or department. Follows up with customer concerns and complaints, assists in resolution of issues in a timely manner offering service recovery methods when needed. Screening patients, guests, and visitors.

Job Specific
Demonstrates basic computer and office equipment skills Exceptionally strong customer service orientation, presence and perspective. Knowledge of customer service strategies and tactics Excellent communication skills with a solid grasp of proper grammar and language Excellent ability to communicate effectively with patients, visitors, and staff at all levels of the organization Excellent verbal and written communications skills and phone etiquette Experience in dealing with multiple demands simultaneously Ability to deal with people of varying personalities and temperaments Good time management skills Ability to take initiative to resolve immediate problems Ability to work independently Ability to research and problem solve by accessing resources and implementing actions Ability to utilize the computer to obtain information both internally and externally.

Knowledge, Skills & Abilities

Must be able to lift, push or pull 50-80 pounds for short durations.Must be able to reach above shoulder level; stand, reach below knee level; kneel and squat; bend/twist at waist; grasp with both hands; position/turn patients; push/pull wheelchair.Ability to sit or walk for extended periods of time.

Two years’ experience in a high contact customer service position or equivalent setting with demonstrated above standard performance.

Education

• High School Diploma or GED (Required)

Credentials

• Basic Life Support (Required)

Work Schedule: Evenings

Status: Full Time Regular 1.0

Location: Mon Medical Center Main Campus

Location of Job: WV:Morgantown:Mon Medical Center

Talent Acquisition Specialist: Mystee D. Carter mystee.carter@vandaliahealth.org