Concierge

CommuniCare Health Services•Charleston, SC

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 responds to residents’ requests and concerns, helps welcome and orient new residents, supports admission and follow-up processes, and gathers satisfaction survey results. The role also welcomes physicians and helps ensure they have a comfortable environment. Business professional attire is required.

Responsibilities

Use Resident/Concierge request forms to route resident requests, calls, and problems to the appropriate person or department, and follow up to confirm they were resolved to the resident’s satisfaction.
Respond to residents’ special requests, welcome and acknowledge residents, anticipate service needs, communicate with genuine concern, and maintain positive working relationships with colleagues.
Answer telephones using proper etiquette and communicate in clear, professional language.
Perform pre-admission duties after receiving information from the Admission Director about potential admissions and room assignments.
Monitor room cleanliness, use the Room Readiness checklist when needed, and place a welcome gift in the room.
Greet new residents at the door, escort them to their assigned rooms, 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, offer an STNA to label the resident’s belongings, ensure meal trays have been ordered, offer a complimentary family meal if applicable, address television and phone needs, explain what to expect on the first day, ensure the resident is comfortable, and confirm equipment is in place.
Visit residents within four hours of admission to check on the resident and family and confirm belongings have been marked and inventoried. Direct family members to public facilities and, for late admissions, check current concerns and return the next day.
Return on the first full day after admission, accommodate needs where possible, report concerns using the concierge communication form, have breakfast or lunch with the resident, and complete menu selections.
Review the activities calendar, offer a facility tour if possible, provide department-head contact information, and survey hobbies or special interests to support the resident’s Life Enrichment Program.
Check in with families, including by phone if needed, direct concerns beyond general conversation to the appropriate staff member, and route family concerns using the concierge communication form.
Provide residents with satisfaction surveys the day before discharge, assist residents who are unable to complete them, and compile survey results.
Participate in scheduled training, educational classes, orientation programs, mandatory center meetings, and assigned committee meetings.
Greet physicians, help provide a comfortable environment, and offer beverages and support as needed.
Perform other related activities as assigned or requested.