Demonstrates, through behavior, AdventHealth’s core values of Integrity, Compassion, Balance, Excellence, Stewardship, and Teamwork.
Represents Concierge Services to the highest caliber at all times. Greets all customers (patients, guests, families, staff, physicians, vendors, etc.) of all ages in a helpful and courteous manner using appropriate verbal greeting and offering assistance. Smiles and makes eye contact with all customers encountered at work area and throughout campus. Exhibits a spontaneous and enthusiastic desire to assist and serve others by delivering exemplary customer service.
Anticipates and responds to inquiries and/or needs in an assertive, yet friendly approach. Provides clear and accurate directions to campus and area destinations and has a working knowledge of all pertinent locations on campus. Diffuses difficult issues in appropriate manner. Uses appropriate gestures and posture during all encounters with guests and co-workers.
Utilizes outstanding telephone communication skills by answering calls within three rings includes first name and offers assistance using a friendly and warm tone. Exhibits exceptional listening skills in order to meet needs of callers. Has full working knowledge of transferring calls to other staff when necessary. Successfully accesses available resources in order to provide prompt and accurate information to callers.
Serves as definitive resource for a wide variety of guest and/or staff inquiries and needs. Successfully utilizes and navigates the Internet and other information or communication technology to provide information and solutions based on inquiries or assigned tasks. Has working knowledge of local community destinations and resources and proactively ensures customers are aware of such services.
What You Will Need:
Ability to use discretion when discussing personnel/patient related issues that are confidential in nature
Ability to be responsive to dynamic matrix of hospital needs and act accordingly
Typing skills equal to 15 wpm, net
Self-motivation, quick thinking and problem-solving abilities
Proficiency in performance of computer knowledge including Microsoft Outlook and Excel
Proficiency in Internet searching functions and basic math functions
Capability in communicating professionally and effectively in English, both verbally and in writing
High school diploma or GED
Ability to speak and read (English/Spanish)
The Concierge is spontaneous and enthusiastic with a desire to assist and serve others by delivering exemplary customer service. Follows all department policies when completing required tasks. Ensures confidentiality of patient and department information by adhering to HIPAA and other accrediting and regulatory bodies. Appropriately uses service-recovery methods if problems arise. Accountable for appropriately documenting and maintaining spreadsheets and/or logs. Takes personal responsibility for understanding and implementing any department /facility changes that affect self, team, staff and guests. Actively participates in outstanding customer service and accepts responsibility in maintaining relationships that are equally respectful to all.
At AdventHealth, Extending the Healing Ministry of Christ is our mission. It calls us to be His hands and feet in helping people feel whole. Our story is one of hope — one that strives to heal and restore the body, mind and spirit. Our more than 80,000 skilled and compassionate caregivers in hospitals, physician practices, outpatient clinics, urgent care centers, skilled nursing facilities, home health agencies and hospice centers are committed to providing individualized, wholistic care.