Concierge Experience Specialist #16

Who We Are St Johns 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 700 AM and 800 PM Monday through Friday Varying hours between 800 AM to 800 PM Saturday and Sunday Pay 2410hr 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 representatives individuals 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 needsIdentify any regulatory or accreditation visitors that arrive on campus AlertAccreditations and Regulatory chain of command immediately about visitors and ensure the visitors are escorted properlyAssist each visitor through the badging and screening process via Well Screen systemDistribute visitor passes and answer questions regarding patients status in accordance with EHSs policy and procedureModel AIDET and ICARE values in all interactions and oversee the daily activities of the front desk and lobby areas including tidiness of the areaPerform lobby rounding to ensure patients are kept aware of their wait time expectationsPerform lobby rounding to ensure lobby and waiting area is clean safe and comfortable for patients family and visitorsUse the VOYCE or dial 1234 to access an interpreter for LEP Limited English ProficiencyAssess patient medical status to ensure emergency situations are addressed promptly by directing those individuals to a medical provider or emergency servicesObtain the daily census from Patient Access and various departments to verify patients who have been admitted or have scheduled appointmentsKeep abreast of all Human Resources Policy and Procedure Manuals and visitation updatesAssess whether patients require a wheelchair escort or notProvide information and directions to patients and visitors entering and exiting the facility regarding parking location of services within the hospital and surrounding areasEngage patients and visitors in conversation about the quality of services they are receiving to create a more friendly and welcoming environmentMaintain and assist with the upkeep of the clothing closetDistribute clothing to patients based on request from inpatient and outpatient departmentsAssist the nursing team in coordinating continuity of care and follow up needs with the patient baseAssist with patient inquiries request and complaints and forward difficult non routine inquires to the appropriate departmentMaintain coverage of the front desk while keeping abreast of unforeseen issues as they ariseAll other duties as assignedRequirements Associates Degree preferredMinimum of 3 5 years of customer service in healthcarehospitality setting requiredMust be courteous and tactful to patients visitors and EHS team membersA proven track record of exemplary success in hospitality premium customerguest services and front desk interactionSensitivity to diversity measuring sensitivities to individual cultural and ethnic differencesStrong customer service orientationAbility to solve practical problems and interpret a variety of instructions furnished in written oral diagram or schedule formAbility to effectively deal with dilemmas and provide service recoveryMeet physical requirements regarding standing for long periods of timeBasic knowledge of computer skillsEnglish fluency is required bilingual preferred