Concierge Lead

Cottage Health•Santa Barbara, CA

20h

About The Position

Santa Barbara Cottage Hospital seeks a Concierge Lead for their Customer Care department responsible for supporting the Hospitality Services Department, including the Benefactor and Special Guest Programs for the Santa Barbara Cottage Hospital Foundation, and to support a culture of service excellence at all public points of entry in order to enhance the patient experience at all CHS hospitals. Responsibilities This is not an exhaustive statement of duties, responsibilities, or requirements. Employees will be required to perform any job, with related instruction given by their supervisor, subject to reasonable accommodation. In conjunction with Hospitality Services management personnel, oversees concierge staff to ensure appropriate greeting and screening of all who enter the public entrances and ensure adherence to security protocols and standards of Patients First. Oversees the friendliness and efficiency of all lobby staff in providing information and services to all visitors. Assists in scheduling of staff and creation and implementation of processes to ensure adequate coverage and service in the public entrances and waiting areas. (40%) Works with the Hospitality Services manager to maintain and evolve the concierge service and the benefactor services for SBCH, GVCH, and SYVCH. Capture participants of the Benefactor Program at points of entry and the Emergency Department to coordinate aspects of the patients' stay including amenities and visits, ensuring that the benefactors' experiences are seamless. (20%) Responsible for building and maintaining the concierge software program, including the benefactor database. Establishes a system for gathering benefactor data to track preferences and distributes to appropriate areas. Trains end users at all locations. (20%) Maintains the concierge desk and storage areas in an orderly manner. Ensures the proper handling of patient deliveries, messages, mail, faxes, packages, flowers, etc. (15%) Collaborates with the Hospitality Services manager, in the interviewing process and selecting of job applicants. Participates in the training and evaluations of the lobby staff in the performance of their duties through on-the-spot training and monthly staff meeting presentations. (5%)

Requirements

Prior customer service course work or training.
Intermediate computer skills.
Knowledge of database software systems.
Typing speed of at least 35 wpm. Employees hired in before 08/01/2016 can have a typing speed of at least 30 wpm.
High-end hospitality and customer service background and experience working with individuals of high net wealth.

Nice To Haves

Knowledge of basic medical terminology and hospital services.
Basic knowledge of insurance carriers and types of medical coverage.
Bilingual skills.
Healthcare experience.

Responsibilities

In conjunction with Hospitality Services management personnel, oversees concierge staff to ensure appropriate greeting and screening of all who enter the public entrances and ensure adherence to security protocols and standards of Patients First.
Oversees the friendliness and efficiency of all lobby staff in providing information and services to all visitors.
Assists in scheduling of staff and creation and implementation of processes to ensure adequate coverage and service in the public entrances and waiting areas.
Works with the Hospitality Services manager to maintain and evolve the concierge service and the benefactor services for SBCH, GVCH, and SYVCH.
Capture participants of the Benefactor Program at points of entry and the Emergency Department to coordinate aspects of the patients' stay including amenities and visits, ensuring that the benefactors' experiences are seamless.
Responsible for building and maintaining the concierge software program, including the benefactor database.
Establishes a system for gathering benefactor data to track preferences and distributes to appropriate areas.
Trains end users at all locations.
Maintains the concierge desk and storage areas in an orderly manner.
Ensures the proper handling of patient deliveries, messages, mail, faxes, packages, flowers, etc.
Collaborates with the Hospitality Services manager, in the interviewing process and selecting of job applicants.
Participates in the training and evaluations of the lobby staff in the performance of their duties through on-the-spot training and monthly staff meeting presentations.