Concierge

CommuniCare•Charleston, WV

About The Position

Charleston Healthcare Center is seeking a full-time Concierge to enrich the lives of residents and families and enhance overall customer service. The Concierge welcomes residents and visitors, responds to requests and special needs, and follows up to ensure concerns are resolved to residents’ satisfaction. The role also supports resident admissions and orientation, conducts follow-up visits, and gathers satisfaction feedback. The position requires business professional attire.

Responsibilities

Use the Resident/Concierge request form to route residents’ calls, requests, or problems to the appropriate person or department, and follow up to confirm resolution to the resident’s satisfaction.
Respond to residents’ special requests, welcome and acknowledge residents, anticipate and address service needs, and communicate with genuine concern.
Use clear, professional language; answer telephone calls with proper etiquette; and maintain positive working relationships with others while supporting team goals.
Perform pre-admission duties after receiving potential admission and room assignment information from the Admission Director; monitor room cleanliness, use the Room Readiness checklist when needed, and place a welcome gift in the room.
Welcome new residents at the door, escort them to their assigned room, help them settle in, explain the call-light system and room, and introduce the assigned nurse and STNA to the resident and family.
Assist with unpacking and offer an STNA to label the resident’s belongings; ensure meal trays have been ordered and offer a complimentary family meal when applicable.
Address television and telephone needs, explain what to expect on the first day, ensure the resident is comfortable and settled, and verify that equipment is in place.
Visit new residents within four hours of admission and check with the resident and family that belongings have been marked and inventoried; direct family members to public facilities and resources.
For late admissions, check for current concerns and return the next day.
Return to the resident’s room on the first full day after admission, accommodate needs when possible, and route concerns to the appropriate personnel using the concierge communication request form.
Have breakfast or lunch with each new resident, complete menu selections, review the activities calendar, and provide a facility tour if possible.
Provide residents with a list of department heads and contact information, and survey their hobbies and special interests to support their Life Enrichment Program.
Check with family members, by phone if needed, about how things are going; direct substantive comments to the appropriate staff member and route concerns using the concierge communication form.
Provide residents with a satisfaction survey the day before discharge, assist them with completing it if needed, and compile survey results.
Participate in scheduled training, educational classes, and orientation programs; attend mandatory center and assigned committee meetings.
Greet physicians, help ensure they have a comfortable environment, and offer beverages and support as needed.
Perform other related activities as assigned or requested.