Concierge/Reception - Behavioral Health Guest Services - Mesa Vista Hospital - Day - Per Diem

Sharp HealthCare•San Diego, CA

3d•Onsite

About The Position

To provide customer service, information/assistant to our internal/external customers of Sharp, and provide supervision and training to R&I desk volunteers.

Requirements

1 Year experience in a customer service position, preferably in an acute health care setting.
H.S. Diploma or Equivalent
Knowledge of communication equipment and its functions.
Excellent verbal communication skills.
Good written communication skills.
Ability to develop a working knowledge of computers.

Responsibilities

Accesses hospital databases to provide pertinent information to our guests to direct them to the correct location/department.
Spoken and written communication is done in a clear and concise manner to all patrons to include, but not limited to patients, visitors, physicians, and staff. Make use of tone to convey politeness, patience, caring, and understanding as well as make use of key words. Utilize nonverbal communication and active listening to further enhance the message.
Answers the phone and triages incoming calls using the appropriate greeting, based on the time of day.
Ensures telephone calls are answered and forwarded to the appropriate person or department in a timely and friendly manner.
Actively engages with hospital guests to assist in directions or any assistance needed, such as checking in for visitation, doctors' appointments, inpatient or outpatient services or interviews.
Maintain a positive and controlled environment of the lobby.
Initiate the greetings and anticipate the needs of the guests to provide better service.
Maintain all the appointments and ensure that the guests are not waiting too long by calling the appropriate department on a needed basis.
Assist with any questions and provide any forms needed to be filled out prior to appointment.
Be able to assist with walk-in appointments by contacting the appropriate department.
Resolve any customer satisfaction issues and report them to the appropriate person.
Label all belongings with the appropriate person and unit.
Call units to coordinate that the items get picked up or brought to the unit.
Turn over lost and found items to security at the end of day if items have not been claimed. Items of greater value must be turned over to security immediately.
Advocates the Mission, Values and Philosophy of Sharp Healthcare and exemplifies customer service to the lobby team (volunteers and staff).
Employs active listening, telephone etiquette and communicates directions/instructions slowly and clearly.
Create positive relationships with coworkers by being friendly, open, honest, and offering help.
Work together with coworkers toward resolving issues presented by guests or other departments.
Collaborate with coworkers to improve performance on an individual as well as department level.
To provide assistance in training and supervising the volunteers of the front desk duties while assuring that they are actively involved.