Facility: Grossmont HospitalCity La MesaDepartmentJob StatusPer DiemShiftVariableFTE0Shift Start TimeShift End TimeH.S. Diploma or EquivalentHours :Shift Start Time:VariableShift End Time:VariableAWS Hours Requirement:8/40 - 8 Hour ShiftAdditional Shift Information:Weekend Requirements:As NeededOn-Call Required:NoHourly Pay Range (Minimum - Midpoint - Maximum):$26.400 - $29.450 - $32.480This position is covered by a Collective Bargaining Agreement (CBA) with SEIU-UHW. As part of the terms of employment, employees in this role are required to join the union within 31 days of hire and remain a member (e.g. dues paying, fee paying, religious exception contributor) for the duration of the collective bargaining agreement.What You Will DoAssist 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 serviceMaintains 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 supportAssists Administration and other departments with ad hoc duties and projects.General computer skills.Organizational skills.Ability to multi-task.Input data.
Patient belongingsAdheres to PPI regulations when sorting, labeling and discarding or distributing items.
Problem resolutionProvides 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 managementUpdates 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 resolutionAdvocates 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 oversightVolunteers 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