Guest Services Concierge 2

The Guest Services Concierge 2 contributes to a great patient experience by providing non-medical care. The Guest Services Concierge 2 will provide a warm, welcoming first impression to OLOLRMC by providing assistance to all patients and visitors who enter the department. They will facilitate continuous communication with patients, families, team members and Access Care Staff to improve and expedite patient and family centered care. The Guest Services Concierge 2 will recognize potential crisis situations, advocate for security involvement when needed, and act as a liaison between guests and clinical team members.

1. Customer Service
   1. Exhibits hospitality by proactively greeting incoming patients and guests; makes a positive impression
   2. Is able to communicate effectively with patients, families and team members. Facilitates communication between families and the health care team in family waiting rooms and patient care areas.
   3. Uses a telephone console, computer, and other resources to provide accurate information to patients, guests, physicians, and team members. Information is not limited to, but will include patient locations (when appropriate), meeting information, office and clinic locations.
   4. Demonstrates the ability to answers the telephone in a prompt, positive, and helpful manner consistently.
   5. Facilitates way finding services for guests needing directions within the hospital. Escorts guests to destinations when appropriate.
   6. Promotes good customer service, anticipates the customer's needs and provides for them. Acts as resource for patients, guests, physicians, and team members by providing accurate information about local restaurants, hotels, shopping, and events while always recommending those services that can be provided on campus first.
   7. Responds appropriately to urgent situations, such as codes, and communicates effectively to the correct leaders and resources.
   8. Is able to identify service recovery situations and provide solutions
   9. Completes zone rounding for cleanliness; Receives, labels, and delivers mail, flowers, and packages to patients promptly.
2. Administrative and Special Projects
   1. Set up, stock, maintain, and complete daily closing duties for each area as assigned. Report maintenance and housekeeping needs and track for timely completion.
   2. Maintains accurate contact information for the hospital personnel, departments, and local resources.
   3. Actively participates in continuous improvement of services and offerings through pilot programs, approved educational/skill building programs, and department meetings.
3. Other Duties As Assigned
   1. Other duties as assigned.

• Three years of experience in hospitality or customer service, preferably in a healthcare environment.
• High School or equivalent