Welcome Services Concierge

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:

• L
  
  
  ife 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.