Concierge Guest Services

CAMC Health System • Morgantown, WV

5d • Onsite

About The Position

The Concierge Guest Services role provides personalized, professional service to patients, families, visitors, and staff at the hospital. The position welcomes customers, responds to questions and concerns, provides directions and information about hospital departments and amenities, and serves as a liaison with other departments. It also includes screening people entering the assigned entrance and taking their temperatures.

Requirements

• High school diploma or GED.
• Basic Life Support credential.
• Two years of experience in a high-contact customer service position or equivalent setting, with demonstrated above-standard performance.
• Basic computer and office equipment skills.
• Strong customer service orientation, presence, and perspective.
• Knowledge of customer service strategies and tactics.
• Excellent communication skills, including proper grammar and language, effective communication with patients, visitors, and staff at all organizational levels, and strong verbal and written communication and phone etiquette.
• Ability to handle multiple demands simultaneously and work with people of varying personalities and temperaments.
• Good time management skills and ability to take initiative to resolve immediate problems.
• Ability to work independently, research and solve problems using available resources, and implement actions.
• Ability to use a computer to obtain information internally and externally.
• Ability to lift, push, or pull 50–80 pounds for short durations; reach above shoulder level and below knee level; kneel, squat, bend or twist at the waist; grasp with both hands; position or turn patients; and push or pull a wheelchair.
• Ability to sit or walk for extended periods.

Responsibilities

• Welcome patients and anticipate customer needs and concerns, answer questions, and take appropriate action.
• Provide wayfinding assistance and direct patients and visitors to the appropriate hospital department.
• Inform patients, families, and visitors about hospital services, features, amenities, the cafeteria, and department locations.
• Answer in-person and telephone inquiries about patients, locations, hospital services, and programs.
• Answer incoming calls, determine their purpose, and forward them to the appropriate patient, personnel, or department.
• Follow up on customer concerns and complaints and assist with timely resolution, using service recovery methods when needed.
• Screen patients, guests, and visitors, and take the temperature of people entering the assigned entrance.
• Act as a liaison between guests and other departments to support exceptional customer service.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED