Concierge-Guest Services -60515
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POST DATE 9/15/2016
END DATE 10/27/2016
West Virginia University Hospital
JOB DESCRIPTIONPOSITION DESCRIPTION
JOB TITLE & CODE:
Proactively interacts with patients, family, and staff to ensure that customers have a positive first impression, that all interactions are helpful, and all needs are taken care of in a prompt and professional manner. Responsible for providing personalized service to every customer in accordance with the standards for the hospital. Serves as primary resource for visitors and guests seeking information, assistance or recommendations and acts as a liaison between guests and other departments in an effort to provide exceptional customer service.
EDUCATION, CERTIFICATION, AND/OR LICENSURE:
High School diploma or Equivalent.
Two years experience in a high contact customer service position or equivalent setting with demonstrated above standard performance.
CORE DUTIES AND RESPONSIBILITIES: The statements described here are intended to describe the general nature of work being performed by people assigned to this position. They are not intended to be constructed as an all-inclusive list of all responsibilities and duties. Other duties may be assigned.
Provides a warm welcome to patients, families and visitors upon arrival.
Anticipates the customer s needs and concerns, answers their questions, and takes the appropriate action.
Provides way finding services for patients and visitors to various hospital locations. Assures that the customer is directed to the appropriate department without exception.
Informs patients, families, and visitors of hospital services, features, and amenities to include the cafeteria and locations of various departments throughout WVUH.
Answers questions in person or by phone for our visitors, families, or other customers who have questions about patients, locations, hospital services, or programs.
Answers incoming telephone calls to determine purpose of a call, and to forward the call to the appropriate patient, personnel or department.
Follows up with customer concerns and complaints, assists in resolution of issues in a timely manner offering service recovery methods when needed.
Knowledge of hotels, local events, venues and transportation options. Researches by using a variety of resources available including computers and phone. Provides organizational and local maps, hotel accommodations, restaurant information, area attractions, etc.
Distributes visitor passes to the visitors that are staying in the hospital after 9p.
Actively participates in activities to improve the job.
Assists in maintaining location appearance and individual work area.
PHYSICAL REQUIREMENTS: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
Must be able to lift, push or pull 50-80 pounds for short durations.
Must be able to reach above shoulder level, stand, reach below knee level, kneel and squat, bend/twist at waste, grasp with both hands, position/turn patients, push/pull wheel chair.
Ability to sit or walk for extended periods of time.
WORKING ENVIRONMENT: The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
SKILLS AND ABILITIES:
Demonstrates basic computer and office equipment skills.
Exceptionally strong customer service orientation, presence and perspective. Knowledge of customer service strategies and tactics.
Excellent communication skills with a solid grasp of proper grammar and language.
Excellent ability to communicate effectively with patients, visitors, and staff at all levels of the organization.
Excellent verbal and written communications skills and phone etiquette.
Experience in dealing with multiple demands simultaneously.
Ability to deal with people of varying personalities and temperaments.
Good time management skills.
Ability to take initiative to resolve immediate problems.
Ability to work independently and be able to research and problem solve by accessing resources and implementing actions.
Ability to utilize the computer to obtain information both internally and externally
Date Reviewed/Revised: August 2016