Job Description

The Concierge will oversee the customer service program utilizing Optalis tools to create an excellent Guest experience. The Concierge will have direct responsibility to address customer inquiries and resolving issues or complaints. Work daily with other departments to promote a culture of caring and teamwork.

Essential Job Duties & Responsibilities:

• Manage Optalis customer service systems including: 1st Impressions Checklist, room readiness tool, 3-day Satisfaction Survey, Discharge Satisfaction Survey, Google reviews, Testimonials and the Quality Rounds program
• Greet new admissions
• Orient new patients and families to the center
• Identify and resolve any concerns
• Ensure room readiness to new admissions
• Ensure tour readiness daily
• Call family of new admits if not present, to set up necessary meetings, discuss expectations etc.
• Visit every short-term patient at least weekly to ensure needs are met
• Call discharged patients/families to ask about patient’s stay, home care, continuation of care etc.
• Assist with call-light response
• Promote teamwork by greeting co-workers, communicating patients’ needs and showing appreciation for excellent customer service
• Attend meetings as necessary
• Give routine reports to Administrator
• Other duties as assigned

Required Skills/Abilities:

• Excellent verbal and written communication skills.
• Excellent interpersonal and customer service skills.
• Excellent organizational skills and attention to detail.
• Excellent time management skills with a proven ability to meet deadlines.
• Strong problem-solving skills.
• Ability to prioritize tasks and to delegate them when appropriate.
• Ability to function well in a high-paced and at times stressful environment.

Supervisory Responsibilities:

• None

Travel Requirements:

Facility-based position

Education and Experience:

High school diploma or equivalent.

At least two years health-care related experience required.

Physical Requirements:

Examples:

Daily activity includes walking and prolonged sitting.

Must be able to lift up to 15 pounds at times.