Customer Service Concierge 2p-10p

The Shoal -

Position Summary

The ALF Concierge plays an integral role in customers first impression and residential experience. The role will provide customer service and clerical support for the ALF facility and its residents with varied clerical duties and related tasks.

Essential Duties and Responsibilities

1. Welcomes new customers and visitors and assures their comfort and directs them to the proper personnel

2. Ensure all parties sign in and follow protocols as guests in the community

3. Update and assemble marketing informational brochures and packets as requested. Ensures proper referrals to marketing team members. Maintains electronic calendar for dining reservations, transportation, and all other service appointments

4. Responsible for assisting residents, family members, and guests with general requests

5. Fulfill personal concierge requests such as area restaurant reservations, MapQuest directions, internet research, etc.

6. Receive and accurately submit all maintenance work order requests electronically to appropriate department

7. Answers telephones; screens calls, forwards calls and / or records and forwards messages accurately

8. Monitor and maintain office equipment

9. Compile monthly billing charges for business office

10. Responsible for maintaining a professional and kempt appearance of Concierge area

11. Manages sorting and distribution of mail; files correspondence and other materials as needed

12. Types forms, form letters and other documents as needed, collates and photocopies materials as necessary

13. Maintains customer confidentiality in conformance with facility confidentiality policy

14. Prepares resident paperwork daily for scheduled doctor appointments for the following day

15. Occasionally assist with marketing by giving general tours of community

Competencies

• Demonstrates management of resident requests timely and accurately
• Demonstrates the ability to manage the logistics of scheduling appointments and transportation
• Demonstrates the ability to communicate information to potential customers
• Demonstrates the ability to multi-tasks with numerous interruptions
• Maintains records to ensure accurate monthly billing

PureHealth Culture

PureHealth is a high performance environment propelled by collaboration through our Teams of Excellence (T.O.E.) Program. The expectation for each team member is to engage in our complex and dynamic organization by adding value and support to fellow team members.

Qualifications

Work Environment

This job operates in a post-acute setting. This role requires regular walking to various locations around the facility. This role also routinely comes into contact with patients who may have contagious illnesses. Team member is expected to adhere to facilitys no-smoking policy.

Physical Demands

While performing the duties of this job, the employee is regularly required to talk and hear. This position is very active and requires standing, walking, bending, kneeling, and stooping all day. The employee must frequently lift and / or move items over 20 pounds.

Position Type and Expected Hours of Work

This is a position in a post-acute setting that is open 24 hours a day, 365 days a year. Weekend and holiday shifts will be required.

Other Duties

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.

HIPAA

Team members are required to adhere to policies and procedures implementing HIPAA requirements for the privacy and security of protected health information. Team member are permitted to use and / or disclose only minimum amount of Protected Health Information necessary to complete assigned tasks. Reports all suspected violation of companys HIPAA policies or procedures to facility CEO.

Knowledge, Skills and Abilities

1. Ability to communicate positively and effectively with internal and external customers at all levels of the organization

2. Strong computer and Microsoft Application skills. Must have an ability to learn new systems

3. Ability to work with a culturally diverse customer and team member population

4. Must have positive communication skills and demonstrated adequate maturity and patience

5. Proficient in the English language. Excellent communication (verbal and written), customer service and interpersonal skills

6. Must have excellent organizational skills with attention to detail

7. Must be able to successfully prioritize workload, demonstrate initiative, and analyze situations to make sound decisions

8. Ability to maintain a calm, professional demeanor under pressure

9. Must be observant, show initiative and take action on observed needs

10. Must maintain first impression perfection at all times

11. Self-directing with the ability to work with minimal direct supervision

12. Flexibility in responding courteously to immediate needs of internal and external customers and callers; ability to establish priorities and maintain productivity despite numerous interruptions

13. Ability to organize, efficiently document and routinely update information; ability to apply procedures to work problems and situations

Required Education / Experience

Preferred Education / Experience