Concierge

Job Address:

Charleston Healthcare Center is seeking a FT Concierge,

Purpose/belief statement:

The position of Concierge is to enrich the lives of people we serve both residents and families and enhance our over-all customer service.

Job duties & responsibilities

• Customer service

• Utilize Resident/Concierge request form and give form to appropriate individual or department as necessary to resolve resident call, request, or problem.
• Follow up with Resident to ensure their requests or problems have been met to their satisfaction.
• Respond to special requests from residents with unique needs.
• Welcome and acknowledge all residents according to company standards.
• Anticipate and address resident service needs.
• Communicate with residents with genuine concern.
• Speak with others using clear professional language.
• Answer telephones using proper etiquette.
• Develop and maintain positive working relationships with others and support team to reach common goals.
• Perform pre-admission duties.

• Admission Director will inform Concierge of potential admission and room assignment.
• Monitor the room for cleanliness. Utilize Room Readiness checklist if needed.
• Place welcome gift in room.

• Welcome new residents.

• Greet the new patient at the door and assist to assigned room.
• Help patient settle into room, advise patient of call light system, and provide orientation to the room.
• Introduce assigned nurse and STNA to patient and family.
• Assist in unpacking and offer an STNA to label patients belongs to patient and family.
• Make sure trays have been ordered, and offer complimentary meal to family if applicable.
• Address Televisions and Phones.
• Give a brief overview of what to expect on first day.
• Ensure resident is comfortable and established in room.
• Make sure all equipment is in place.

• Conduct visit within four hours of admission.

• Check on patient and family to ensure belongings have been marked and inventoried.
• Direct family as to whereabouts of public bathroom, phone for their use, and location of break room.
• If admission arrives late check for current concerns then return the next day.

• New admission follow up-next day

• Return to the patients’ room the first full day after admission.
• Accommodate needs as possible.
• Report any concerns using concierge communication request form and give to appropriate personnel.
• Have breakfast or lunch with patient.
• Complete menu selections for each new patient
• Review activities calendar with patient.
• If possible take patient on tour of facility.
• Provide patient with a list of Department heads and how to reach them.
• Complete a survey of hobbies and/or special interests that will assist activities and other staff members in each patient’s Life Enrichment Program.
• Check with family, by phone if needed asking how things are going. Should the family have comments beyond general conversation direct them to the appropriate staff member.
• Report any family concerns using concierge communication form and route to appropriate staff member to handle concern.

• Satisfaction survey

• Concierge will be responsible for satisfaction survey.
• Provide patient with survey day before discharge.
• Assist patient if he or she is unable to complete survey.
• Concierge will be responsible for compiling results of survey.

• Participate in scheduled training, educational classes, and orientation programs to maintain skills and enhance quality of care.

• Attend any mandatory meetings as required by your center, and assigned committee meetings.

• Dress code: business professional attire

• Greet physicians and ensure they are set up in a comfortable environment. Offer beverage and support as needed.

• Perform other related activities as assigned or requested.