Hours:

Shift Start Time:

Shift End Time:

AWS Hours Requirement:

Additional Shift Information:

Weekend Requirements:

On-Call Required:

Hourly Pay Range (Minimum - Midpoint - Maximum):

The stated pay scale reflects the range that Sharp reasonably expects to pay for this position.  The actual pay rate and pay grade for this position will be dependent on a variety of factors, including an applicant’s years of experience, unique skills and abilities, education, alignment with similar internal candidates, marketplace factors, other requirements for the position, and employer business practices.

What You Will Do
Assist Administration in delivering a high level of customer service in the Main Lobby by providing relevant and timely information and assistance to patients, visitors and staff, and providing volunteer guidance and training in concierge duties.

Preferred Qualifications

• H.S. Diploma or Equivalent
• 2 Years Experience in a hospital or customer service position.

Essential Functions

• Customer service
  Maintains a safe and orderly lobby.
  Maintain and monitor comfort cart to assure refreshments are fresh and area is clean.
  Coordinates wheelchair availability, maintenance and storage.
• General support
  Assists Administration and other departments with ad hoc duties and projects.
  General computer skills.
  Organizational skills.
  Ability to multi-task.
  Input data.
• Patient belongings
  Adheres to PPI regulations when sorting, labeling and discarding or distributing items.
• Problem resolution
  Provides information and answers questions. Identifies and resolves customer satisfaction issues and reports them to the appropriate person and department. Responds to issues and requests immediately using good customer service standards reflective of the of the Sharp Experience.
  Answers phone and triages incoming telephone calls. Ensures telephone calls are answered and forwarded to the appropriate person or department in a timely and friendly manner.
  Utilizes service recovery tools appropriately.
  Rounds with purpose using AIDET.
  Refers high-level complaints appropriately to Patient Relations.
• Resource management
  Updates resource/referral services and provides information to internal and external customers.
  Printed resource material is readily available.
  Telephone lists are updated and maintained.
  Concierge manual of all available resources remain current and available for review by visitors.
• Teamwork and problem resolution
  
  Advocates the Mission, Values and Philosophy of Sharp HealthCare and exemplifies customer service to the lobby team (volunteers and staff).
  Demonstrates effective communication utilizing AIDET as well as active listening, appropriate telephone etiquette and clear and concise communication of directions.
  Manages up co-workers and volunteers for reward and recognition.
  Works with other Concierge staff to develop standardized practices.
  Demonstrates positive initiative and motivation; creates a team spirit and pride in the department.
  Participates in problem identification and solutions.
  Applies 'Must Haves' when dealing with patients, guests and staff.
  Utilizes 'warm handoff' if unable to escort personally or need to transfer a call.
  Models Sharp's Behavior Standards.
• Volunteer oversight
  
  Volunteers demonstrate knowledge of facility, IDX patient information system, escorting function and problem solving.
  Volunteers demonstrate utilization of Sharp's Must Haves.
  Volunteers utilizes service recovery tools appropriately.
  Volunteers utilizes AIDET to inform patients and guests.
  Volunteers utilize 'warm handoff' if unable to escort personally or need to transfer a call.

Knowledge, Skills, and Abilities

• Effective interpersonal and customer relations skills.
• Ability to remain calm with angry or distressed patients/visitors.
• Good organizational skills and basic computer knowledge.
• Good telephone etiquette and ability to be frequently interrupted.

Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class