Concierge

WVU Medicine; Buckhannon (WV); Hybrid; USD 17,000 - 25,000; Full time

Job summary

West Virginia University Health System seeks a customer service-focused team member in Buckhannon, WV. You will warmly welcome patients, families and visitors upon arrival, anticipate needs, answer questions, and guide them to the right departments and services across the hospital facilities.

You'll handle in-person and phone inquiries, provide local information and directions, and follow up to resolve concerns with professional service recovery.

Qualifications

• High School diploma or equivalent required.
• Two years of experience in a high-contact customer service position preferred.

Responsibilities

• Provides a warm welcome to patients, families and visitors upon arrival.
• Anticipates the customer's needs and concerns, answers questions, and takes appropriate action.
• Provides way finding services for patients and visitors to hospital locations and directs to the appropriate department.
• Informs patients, families, and visitors of hospital services, features, and amenities, including cafeteria and department locations.
• Answers questions in person or by phone about patients, locations, services or programs.
• Answers incoming calls to determine purpose and forwards to the appropriate person or department.
• Follows up with concerns and assists in resolution using service recovery when needed.
• Provides hotel, local events, venues, and transportation recommendations and resources.
• Maintains location appearance and work area.
• Maintains confidentiality of patients per HIPAA guidelines.

Skills

Computer skills

Customer service

Communication skills

Multitasking

Time management

Problem solving

Independence

Education

High School diploma or equivalent

Job description

Welcome! We’re excited you’re considering an opportunity with us! Below, you’ll find other important information about this position.

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.

MINIMUM QUALIFICATIONS:

• 1. High School diploma or Equivalent.

PREFERRED QUALIFICATIONS:

• 1. Two (2) years experience in a high contact customer service position or equivalent setting with demonstrated above standard performance.

CORE DUTIES AND RESPONSIBILITIES:

• 1. Provides a warm welcome to patients, families and visitors upon arrival.
• 2. Anticipates the customer's needs and concerns, answers their questions, and takes the appropriate action.
• 3. Provides way finding services for patients and visitors to various hospital locations. Assures that the customer is directed to the appropriate department without exception.
• 4. Informs patients, families, and visitors of hospital services, features, and amenities to include the cafeteria and locations of various departments throughout the hospital.
• 5. Answers questions in person or by phone for our visitors, families, or other customers who have questions about patients, locations, hospital services, or programs.
• 6. Answers incoming telephone calls to determine purpose of a call, and to forward the call to the appropriate patient, personnel or department.
• 7. Follows up with customer concerns and complaints, assists in resolution of issues in a timely manner offering service recovery methods when needed.
• 8. Provides hotel, local events, venues, and transportation options by using a variety of resources available including computers and phone to provide recommendations to guests. Provides organizational and local maps, hotel accommodations, restaurant information, area attractions, etc.
• 9. Assists in maintaining location appearance and individual work area.
• 10. Maintains confidentiality of patients in accordance with HIPPA guidelines.

PHYSICAL REQUIREMENTS:

• 1. Must be able to lift, push or pull 50-80 pounds for short durations.
• 2. 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.
• 3. Ability to sit or walk for extended periods of time.

WORKING ENVIRONMENT:

• 1. May be scheduled to work various shifts based on departmental and patient needs. May be required to travel between facilities/buildings.
• 2. Able to wear latex or non-latex gloves with frequent changes and hand washing.
• 3. May be exposed to various situations related to working in an acute care hospital environment.

SKILLS AND ABILITIES:

• 1. Demonstrates basic computer and office equipment skills, including Microsoft Office proficiency.
• 2. Exceptionally strong customer service orientation, presence and perspective. Knowledge of customer service strategies and tactics.
• 3. Excellent written and verbal communication skills and phone etiquette.
• 4. Experience in dealing with multiple demands simultaneously.
• 5. Good time management skills.
• 6. Ability to take initiative to resolve immediate problems.
• 7. Ability to work independently and be able to research and problem solve by accessing resources and implementing actions.

Additional Job Description:

Scheduled Weekly Hours: 40 Shift: Exempt/Non-Exempt: United States of America (Non-Exempt) Company: STJ St. Joseph's Hospital Cost Center: 608 STJ Security Address: 1 Amalia Drive Buckhannon West Virginia Equal Opportunity Employer West Virginia University Health System and its subsidiaries (collectively "WVUHS") is an equal opportunity employer and complies with all applicable federal, state, and local fair employment practices laws.

WVUHS strictly prohibits and does not tolerate discrimination against employees, applicants, or any other covered persons because of race, color, religion, creed, national origin or ancestry, ethnicity, sex (including gender, pregnancy, sexual orientation, and gender identity), age, physical or mental disability, citizenship, past, current, or prospective service in the uniformed services, genetic information, or any other characteristic protected under applicable federal, state, or local law. All WVUHS employees, other workers, and representatives are prohibited from engaging in unlawful discrimination. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, training, promotion, discipline, compensation, benefits, and termination of employment.

The West Virginia University Health System is West Virginia’s largest health system and largest private employer, providing care to communities across West Virginia, Maryland, Ohio, and Pennsylvania. The integrated academic health system includes 25 hospitals and five institutes, with more than 3,500 licensed beds, 4,000 clinicians, 39,000 employees, and $8.5 billion in annual operating revenues. Anchoring the system in Morgantown, West Virginia, are WVU Hospitals, an 880-bed academic medical center, and the 150-bed WVU Medicine Golisano Children’s Hospital. Together, the Health System’s hospitals, clinics, and specialty programs provide a comprehensive continuum of care, ranging from community-based primary and specialty services to highly complex, quaternary care and post-acute care.