Concierge

Work Location

Dearborn Heights

Job Description

The Concierge will oversee the customer service program utilizing Optalis tools to create an excellent Guest experience. The Concierge will have direct responsibility to address customer inquiries and resolving issues or complaints. Work daily with other departments to promote a culture of caring and teamwork.

Manage Optalis customer service systems including: 1st Impressions Checklist, room readiness tool, 3-day Satisfaction Survey, Discharge Satisfaction Survey, Google reviews, Testimonials and the Quality Rounds program

Greet new admissions

Orient new patients and families to the center

Identify and resolve any concerns

Ensure room readiness to new admissions

Call family of new admits if not present, to set up necessary meetings, discuss expectations etc.

Visit every short-term patient at least weekly to ensure needs are met

Call discharged patients/families to ask about patient’s stay, home care, continuation of care etc.

Assist with call-light response

Promote teamwork by greeting co-workers, communicating patients’ needs and showing appreciation for excellent customer service

Attend meetings as necessary

Give routine reports to Administrator

Other duties as assigned

Required Skills/Abilities:

Excellent verbal and written communication skills.

Excellent interpersonal and customer service skills.

Excellent organizational skills and attention to detail.

Excellent time management skills with a proven ability to meet deadlines.

Strong problem-solving skills.

Ability to prioritize tasks and to delegate them when appropriate.

Ability to function well in a high-paced and at times stressful environment.

Supervisory Responsibilities:

None

Travel Requirements:

Facility-based position

Education and Experience:

High school diploma or equivalent.

At least two years health-care related experience required.

Physical Requirements:

Examples:

Daily activity includes walking and prolonged sitting.

Must be able to lift up to 15 pounds at times.

Affirmative Action/EEO Statement:

It is the policy of Optalis Healthcare to provide equal employment opportunities without regard to race, color, religion, sex, national origin, age, disability, marital status, veteran status, sexual orientation, genetic information or any other protected characteristic under applicable law. This policy relates to all phases of employment, including, but not limited to, recruiting, employment, placement, promotion, transfer, demotion, reduction of workforce and termination, rates of pay or other forms of compensation, selection for training, the use of all facilities, and participation in all company-sponsored employee activities. Provisions in applicable laws providing for bona fide occupational qualifications, business necessity or age limitations will be adhered to by the company where appropriate.

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.