Welcome Services Concierge

American Addiction Centers•Milwaukee, WI

1d•$19 - $28•Onsite

About The Position

The Welcome Services Concierge is responsible for managing the first and last impressions of the facility. This role involves proactively approaching, greeting, and acknowledging all individuals in a friendly and professional manner, providing quick and responsive guest service. The Concierge will answer telephones, make calls to departments and outside organizations, and utilize the Epic system for appointment and patient look-up, as well as inputting transport requests. They will also communicate with departments and transport companies on behalf of patients and visitors, partner with hospital staff, and handle problem-solving, conflict management, and patient/visitor concerns and complaints, initiating recovery steps for service failures. Additionally, the Concierge will assist in maintaining a smooth traffic flow at facility entrances, physically assist in the transport of patients/visitors via wheelchair and escorting (both external and internal), and assist patients in/out of vehicles. When required, they will also perform symptom screening of patients/visitors by asking structured health questions.

Requirements

High School Diploma or GED
Typically requires 2 years in customer service facing role.
Life support training courses may be required dependent on department discretion
Excellent Customer service, communication (written and verbal) and interpersonal skills; ability to positively communicate with others under difficult circumstances
Intermediate computer skills (prior Epic experience is a plus)
Must be extremely accurate in a fast paced environment
Ability to manage multiple demands and priorities
Demonstrated ability to work as part of a team, independently and collaboratively
Ability to stand and walk throughout work area approximately 95% of the workday
Ability to withstand exposure to weather elements – both extreme cold and heat approximately 95% of the workday
Able to perform physical tasks such as lifting, standing, walking, pushing, pulling, and moving patients via wheelchairs, wayfinding, and/or escorting
Ability to tolerate minimal exposures of odors from auto emissions/gasoline

Nice To Haves

prior Epic experience is a plus

Responsibilities

Successfully manage the first and last impressions of the facility
Proactively approach, greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service
Answer telephone and make calls to department, units and outside organizations as requested
Successfully utilize the Epic system for appointment and patient look-up, input of transport requests
Properly communicate with all departments and transport companies on behalf of patients/visitors
Partner with all hospital staff
Problem-solve, manage conflict, address patient/visitor concerns and complaints, and initiate recovery steps for service failures
Assist in maintaining a smooth traffic flow at the entrances to the facility
Physically assist in the transport of patients/visitors through wheelchair use and escorting -both external and internal
Physically assist patients in/out of vehicles
When required, provide symptom screening of patients/visitors entering the facility by asking structured health questions

Benefits

Comprehensive suite of Total Rewards: benefits and well-being programs
Competitive compensation
Generous retirement offerings
Programs that invest in your career development
Paid Time Off programs
Health and welfare benefits such as medical, dental, vision, life, and Short- and Long-Term Disability
Flexible Spending Accounts for eligible health care and dependent care expenses
Family benefits such as adoption assistance and paid parental leave
Defined contribution retirement plans with employer match and other financial wellness programs
Educational Assistance Program