Concierge Service - Hollymead (17205)

Job Summary:

The purpose of the Concierge position is to ensure that ALL Patients and families have an excellent service experience within the Facility. The Concierge will serve as a liaison with the interdisciplinary team to provide exceptional customer service experience that offers high degree of communication and timeline resolutions to any service gaps in an efficient, outgoing and professional manner.

Qualifications:

· Previous experience in a customer service or event planning role

· Minimum of 1 year in a Long-Term Care setting

· Excellent verbal and written communications skills

· Ability to work some weekends and evenings on rotation

· Strong organizational skills

· Ability to manage multiple priorities

· Medium to Advanced Computer skills

· Ability to read, write and speak the English language

Essential Functions:

· Develop a relationship with Patients and Families to build and sustain a Patient centered Service culture within the Community

· Visit with Patients and Family upon admission to ensure all needs are addressed

· Initiate new Patient onboarding to ensure assimilation to Facility and coordinate all department leaders are introduced

· Work closely with Business Development team members to ensure positive experience for newly admitted Patients

· Greet each new Patient upon admission to meet any immediate personal requests (Dining, Laundry, Beauty/Barber, nail salon or other personal needs)

· Point of contact for any customer service related matters

· Knowledgeable regarding Facility amenities and enhanced Guest Services

· Coordinate outings and specific in Facility events based on Guest requests and needs with respective department

· Assist each Patients with transportation for special outings, physician appointments, etc.

· Assist Patients with coordination of Beauty/Barber, and special personal grooming needs

· Follow Grievance Policy closely with Executive Director and Director of Nursing for positive resolution for families and staff

· Ability to work a flexible schedule in order to meet customer service needs

· Has reviewed Cantex Continuing Care Network’s Clinical Policies and Procedures for Abuse Prevention and knows the employee's responsibility to enforce it

· Participate on various committees as requested by the Executive Director

· Performs other duties as directed by the Executive Director

Continuing Education:

· Attends required in-services and educational programs

· Attends continuing education required for maintenance of professional certification or licensure.

Physical Demands:

· Ability to communicate in English via phone, in writing, and verbally in conversation with different levels of staff, residents and their families, and any outside customers.

· The physical demands described are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

· While performing the duties of this job, the employee is frequently required to stand and walk. The employee is occasionally required to sit; use hands or fingers, handle, or feel; reach with hands and arms; talk or hear; and taste or smell. The employee must occasionally lift up to 50 pounds. Specific vision abilities required by this job include close vision, distance vision, peripheral vision, depth perceptions, and ability to adjust focus. Ability to utilize a computer, phone, etc. for extended periods of time.

· While performing the duties of this job, the employee is occasionally exposed to blood or other body fluids, fumes or airborne particles and toxic or caustic chemicals. The noise level in the work environment is usually moderate.

Job Description Review:

I understand the job description, its requirements, and that I am expected to complete all duties as assigned. I understand the job duties may be altered from these duties. I have noted below any accommodations that are required to enable me to perform these duties. I have also noted below any job duties that I am unable to perform, with or without accommodations.