Senior Concierge Experience Specialist #11

Who We Are:

St. John’s Episcopal Hospital is the only hospital providing emergency and ambulatory care to the densely populated, culturally and economically diverse, and medically underserved populations of the Rockaways and Five Towns in southern Queens County and southwestern Nassau County, New York. Celebrating over 110 years of community care, the 257-bed facility provides people of all faiths with comprehensive preventive, diagnostic treatment and rehabilitative services, regardless of ability to pay.

Come Grow With Us!

Type: Full-Time (75 hours biweekly)

Shift: Varies

Hours: Varying hours between 7:00 AM and 8:00 PM Monday through Friday

Varying hours between 8:00 AM to 8:00 PM Saturday and Sunday

Pay: $50,000 per year

Job Summary:

The Concierge Experience Specialists provide a welcoming atmosphere for all EHS guests and team members. They are the front line upon entering and will set the tone for every visit. As the first EHS representative’s individual’s encounter, Concierge Experience Specialists must convey professionalism, compassion, empathy, and an overall exceptional experience. Candidates will be required to provide patients and visitors with an exceptional concierge experience while performing the following:

Responsibilities:

• Greet each person, regardless of visit reason, in a friendly, welcoming tone that provides an excellent impression of the organization. This includes helping visitors in high stress situations, understand process for identifying visitors with special accommodations and remaining calm and professional throughout interaction and making appropriate referrals to other departments to meet customer needs.
• Identify any regulatory or accreditation visitors that arrive on campus. Alert
• Accreditations and Regulatory chain of command immediately about visitors and ensure the visitors are escorted properly.
• Assist each visitor through the badging and screening process via Well Screen system.
• Distribute visitor passes and answer questions regarding patients’ status in accordance with EHS’s policy and procedure.
• Model AIDET and ICARE values in all interactions and oversee the daily activities of the front desk and lobby areas including tidiness of the area
• Perform lobby rounding to ensure patients are kept aware of their wait time expectations
• Perform lobby rounding to ensure lobby and waiting area is clean, safe and comfortable for patients, family, and visitors.
• Use the VOYCE or dial 1234 to access an interpreter for LEP (Limited English Proficiency)
• Assess patient medical status to ensure emergency situations are addressed promptly by directing those individuals to a medical provider or emergency services
• Obtain the daily census from Patient Access and various departments to verify patients who have been admitted or have scheduled appointments
• Keep abreast of all Human Resources Policy and Procedure Manuals, and visitation updates
• Assess whether patients require a wheelchair escort or not
• Provide information and directions to patients and visitors entering and exiting the facility regarding parking, location of services within the hospital, and surrounding areas
• Engage patients and visitors in conversation about the quality of services they are receiving to create a more friendly and welcoming environment
• Maintain and assist with the upkeep of the clothing closet
• Distribute clothing to patients based on request from inpatient and outpatient departments
• Assist the nursing team in coordinating continuity of care and follow-up needs with the patient base
• Assist with patient inquiries, request and complaints and forward difficult non-routine inquires to the appropriate department
• Maintain coverage of the front desk while keeping abreast of unforeseen issues as they arise
• All other duties as assigned

Requirements:

• Associates Degree preferred
• Minimum of 3-5 years of customer service in healthcare/hospitality setting required
• Must be courteous and tactful to patients, visitors and EHS team members
• A proven track record of exemplary success in hospitality, premium customer/guest services and front desk interaction
• Sensitivity to diversity measuring sensitivities to individual cultural and ethnic differences
• Strong customer service orientation
• Ability to solve practical problems and interpret a variety of instructions furnished in written, oral, diagram or schedule form
• Ability to effectively deal with dilemma’s and provide service recovery
• Meet physical requirements regarding standing for long periods of time
• Basic knowledge of computer skills
• English fluency is required, bilingual preferred

Salary : $50,000