Concierge Specialist - Bilingual

Davita Inc.; Orlando (FL); On-site; USD 30,000 - 45,000; Full time

Job summary

A healthcare provider is seeking a bilingual Concierge Specialist to create positive experiences for visitors. In this role, you will engage with customers in a dynamic setting, ensuring they receive assistance and guidance with a focus on service excellence. Successful candidates will possess strong communication skills in both English and Spanish, coupled with proficiency in technology to facilitate visitor interactions effectively.

Qualifications

• Must be bilingual, read/write/speak English/Spanish.
• Prior customer service experience in fast-paced environments.
• Experience managing schedules and calendars.

Responsibilities

• Welcome visitors and create a positive experience.
• Engage with team to appropriately transfer visitors.
• Document and track visitors and outcomes in real-time.

Skills

Written and verbal communication skills in both English and Spanish

Organization

Attention to detail

Customer service

Education

Related Bachelor's degree or additional related equivalent work experience

Tools

MS Office (Word, Outlook, Email)

WebTop tools

Job description

Job Title: Concierge Specialist - Bilingual

Duration: 2+ Months

Location: 11750 E Colonial Drive, Orlando, Florida, United States, 32817

Shift Schedule: Flexible to work 8-hour shifts Monday through Sunday from 8:00am to 08:00pm as per eastern zone (5 days and 40 hours per week)

Must be Bi-lingual, Read/Write/Speak, English/Spanish



Role Description

Join our dynamic team as a receptionist to help us create a positive, welcoming experience for our visitors looking to speak with a trusted advisor. Our team consists of sales agents, customer service advocates and clinicians who are ready to educate and assist members and the community. We are no longer just about health insurance - we are about looking out for your well-being and providing a new, more personal approach to healthcare. Our innovative centers are a place where consumers come to get answers to their healthcare questions and embark on their wellness journey. Success in this role requires the ability to adapt to changing business needs and communicate well with consumers and team in a face to face, fast paced environment during peak operating months.

• Stands to welcome visitors with a smile and build rapport. Engage with visitor and ask questions to understand the reason for their visits.


• Determine the needs of the visitors and what team (sales, service, care) they need to speak with to meet needs. Engage with center team via instant messenger and/or in person to warm transfer visitor to appropriate team member.


• Use technology such as a computer, lap top and iPad to document and track visitors and outcomes real time since every visitor must be checked in via our computer tools. Documentation of number of visitors, reasons for visiting, personal information and outcomes, to name a few, are key performance indicators which require proficient computer skills and attention to detail.


• Use communication skills to explain timeframes or next steps to visitors upon check-in. Offer visitors water upon check-in, share what to expect, where the bathrooms are located and the various printed materials available.


• The Concierge Specialist will continuously communicate with those waiting regarding updated timeframes and repeatedly offering water, coffee and information on the center.


• May offer center tours to help visitors understand all the services offered by our care and service teams.


• Hand out forms to select visitors and consistently invite visitors to center events by providing a calendar of events.


• Constantly engage with visitors to share information, answer general questions and create a positive experience.


• Diffuse tension and work to find mutually beneficial outcomes for visitors/team during heavy visitor hours.


• Answer incoming telephone calls, type email messages for agents, check voicemail 3x per day (or more depending on volume), distribute message and make out bound calls to confirm event attendees and assist center team.


• Manage team calendar in MS Outlook: schedule appointments, review daily/weekly calendar for duplicates and double bookings for specific agents, call to confirm appointments day prior and ensure all known center visitor appointments are organized with proper agent staffing (work with supervisor).


• Schedule appointments for visitors who are on the phone, in person or via our web tools. All scheduling is done using internet/web tool and MS Office. Schedule appointments to maximize the number of customers seen.


• Work to always accommodate all walk-in visitors regardless of visitor volumes by offering approximate wait times and/or scheduling for later time or another day (talking with team to find gaps).


• Use marketing materials to assemble kits, bags and other give aways. Copy, collate and assemble printed materials as needed for center lobby and workspaces.


• Complete clerical duties such as creating shipping labels, sorting mail and delivery of mail, stocking spaces with pens and materials, signing in exercise class attendees and filing waivers.


• The Concierge Specialist creates the first impression for visitors walking into the center and inputs data into our systems which the team relies on to make informed business decisions. The Concierge Specialist owns the front of the house/center consumer experience, documentation of visitors and transfer to appropriate team member.

REQUIREMENTS

Competencies:

• Build brand rapport and relationships. Develop and maintain collaborative working relationships with team and consumers through mutual respect, trust, understanding and tact and health conflict resolution.


• Customer Focus. Committed to providing an exceptional experience for the visitor and acting with their interests in mind by understanding their needs, creating positive defining moments and leveraging resources to deliver on promises and commitments.


• Displaying Technical Expertise. Effectively applies specialized knowledge, skills and abilities.


• Team work and collaboration. Selflessly supports and contributes to center team and consumers

Skills:

• Written and verbal communication skills in both English and Spanish


• Organization and attention to detail


• Proficient with computers, electronics, MS office (Word, Outlook/Email, Instant Messenger)


• WebTop tools


• Customer service

Work Environment and Physical Demands:

This job operates in a professional office environment with constant contact with consumers in a face-to-face setting. This role routinely uses standard office equipment and technology such as computers, iPad, phones, photocopiers, filing cabinets and fax machines. This is role requires standing, walking, sitting and moving around the center throughout the work day.



Job Requirements:

• Must be Bi-lingual, Read/Write/Speak, English/Spanish


• Prior customer service experience working in a fast-paced environment with face-to-face contact with the general public.


• Examples: consumers, customers, patients, buyers or attendees.


• Example industries: banking, insurance, hospitality, retail, healthcare, event planning.


• Must be technologically savvy. Able to use an iPad, lap top, computer and be proficient with MS office, navigating the internet and keyboarding (type).


• Experience managing schedules and calendars.

Required Experience:

Experience working with the general public including seniors/older adults.

2 or more years of Professional experience preferably within data analysis, database design or data mining



Required Education:

Related Bachelor's degree or additional related equivalent work experiencePosition is offered by a no fee agency. Position is offered by a no fee agency.