Guest Services Concierge- MB Emergency Department
About The Position
The Guest Experience Concierge is responsible for assisting patients and visitors navigate the triage process, answering questions related to the waiting room, and explaining delays. This role provides competent, courteous, and efficient service to patients and visitors. The Concierge greets guests upon arrival in the triage waiting area, addresses their information needs, or directs them to the appropriate person. They assist in escorting patients and guests to their rooms or designated areas, working closely with Patient Representatives and/or patient care staff to ensure needs are met. The role involves explaining visitation guidelines and providing an overview of services. Maintaining a clean and tidy environment conducive to rest and waiting is also a responsibility. Serious complaints or concerns requiring additional resources are to be elevated to the Patient Representative or Manager. Associates are encouraged to support Spartanburg Regional Healthcare System’s involvement in the communities served.
Requirements
- High School Diploma or GED
- 1 year healthcare experience
- 1 year customer service and complaint management experience
- Moderate skills in Microsoft office and ability to learn new computer skills
- Excellent verbal and written communication skills
- Must be able to withstand the stress and demands of an active communicative position
- Must be able to withstand many long hours of sitting, standing, and walking
- Must be able to respond calmly and efficiently in a crisis situation
- Must be able to make decisions clearly and quickly
- Must be able to read, write, communicate and withstand the demands of patients, families, physicians, and nurses in a calm and professional manner
- Must have excellent telephone voice and diction
- Must be able to read, write, and speak English fluently
- Must have manual dexterity, good eye/hand coordination and adequate vision needed in daily work
- Must be able to maintain a positive, enthusiastic, helpful personality
- Must work effectively with minimal supervision
Responsibilities
- Greets and rounds on patients, family members, and visitors in the Triage Waiting Area
- Communicate process for room assignments and explain delays when needed
- Be personable, friendly and approachable to all guests
- Round on triage waiting area restrooms and notify EVS of cleaning needs
- Escort patients and guests to their assigned room
- Place patients in gown, assist them to bed, place call bell within reach, and notify staff that a new patient is in the room
- Assist with re-checking vital signs on patients waiting in triage
- Assist in urine collection when needed
- Assist with EKG’s when needed
- Other duties as assigned
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What This Job Offers
Career Level
Entry Level
Education Level
High school or GED
