Guest Services Concierge- SMC Emergency Center

Position Summary

The Guest Experience Concierge is responsible to assisting patients and visitors navigate the triage process and answer questions related to the waiting room and explain delays. He/ She will provide patients and visitors with competent, courteous, and efficient service. He/ She is responsible for greeting guests as they arrive in the triage waiting area and for providing all of their information needs, or accessing the appropriate person(s) to meet their needs. The Guest Experience Concierge assists in escorting patients and guests to their room or designated area. He/ She will work closely with Patient Representatives and/or patient care staff to ensure that patient/family/guests needs are met. He/She will assist with explaining guidelines for visitation and provide an overview of what can be expected during their stay by way of services. He/She will maintain a clean and tidy environment that is conducive to rest and waiting. The Guest Experience Concierge is responsible for elevating serious complaints or concerns (that require additional resources) to the Patient Representative (or Manager when necessary) assigned to their area. Associates are encouraged to support Spartanburg Regional Healthcare System’s involvement in the communities we serve.

Minimum Requirements

Education

• High School Diploma or GED

Experience

• 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

License/Registration/Certifications

• N/A

Preferred Requirements

Preferred Education

• N/A

Preferred Experience

• N/A

Preferred License/Registration/Certifications

• N/A

Core Job 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