Ortho Colorado Hospital is this state’s only specialty orthopedic surgical hospital. Created by physicians in partnership with Centura Health, Ortho Colorado integrates state-of-the-art technology and award-winning care into a 48-bed facility designed around the seven essential elements of true healing: nature, color, light, environment, security, way-finding and culture. Located on the recently-built St. Anthony Medical Campus in Denver’s western suburb of Lakewood, Ortho Colorado is serviced by light rail transportation (for an easy commute) and surrounded by great dining, shopping, residential areas and easy access to nearby destinations like Red Rocks Amphitheatre, historic downtown Golden, and the beautiful town of Evergreen.
This position is responsible for creating a positive first impression of OrthoColorado Hospital through professionalism and service excellence. Concierge will strive to provide a warm welcome, anticipating needs of every guest of the facility while maintaining a consistent business presence within the waiting room area. The concierge will provide a supportive and comfortable environment for families and present a positive public image via coordination of departmental systems and patient information to families.
Minimum of 2 years of experience in Hospital Guest Services or a Customer Service area.
Must have excellent customer service and interpersonal skills.
Must possess ability to communicate with others in a clear, understandable and professional manner on the phone and in person; and the demonstrated use of good written and verbal communication skills.
Must possess the ability to interact with peers, executives, patients, families and other vendors in a manner that represents OrthoColorado and our mission and vision.
Computer skills to include Meditech, Microsoft Outlook, Excel, Word and internet.
Ability to multi-task and adapt easily to changing situations.
Ability to obtain and interpret information in terms of patients/families and their needs.
ESSENTIAL JOB FUNCTIONS
Participates in QI projects in area of expertise.
Complies with established hospital, division and department policies, procedures and standards which include, but are not limited to the following: safety, infection control, use of information systems and confidentiality guidelines.
Provide warm welcome to patients, families, vendors and staff upon arrival to the hospital. Respond to guest's needs and requests as appropriate in a timely manner.
Promote patient family centered care by serving as a patient/family liaison to identify resources for ensuring a positive experience while at OrthoColorado.
Assist guests by locating room numbers with computer systems for callers and guests in compliance with HIPPA regulations.
Communicates effectively through use of AIDET and educates families of policies and procedures in a supportive and positive manner that supports the mission, vision and policies of OrthoColorado Hospital.
Communicates in a timely fashion and functions as liaison with the Pre-Op and PACU areas.
Assist and direct patients/family members and guests to appropriate areas based on needs. Monitors waiting room area for seating availability, service, safety and wellbeing of all guests.
Assures phones are answered promptly in a pleasant and professional manner with the ability to answer caller's needs or concerns quickly and efficiently. Transfer calls to appropriate departments or seek information/answer for patient in a timely manner.
Obtain/screen pertinent information from appropriate departments in order to provide accurate transmittal of information from hospital staff to families regarding their family member.
Provide support to management and departments within the hospital to meet requirements for seamless services. This includes cross-training into other non-clinical departments and providing coverage as applicable.
Assist/complete projects that support various units of the hospital as approved and assigned by direct supervisor.
Acts as a resource person for staff, patients and family members.
Works cohesively with member from Volunteer Services at the Concierge Desk to ensure guest satisfaction.
Works with all departments in a professional manner.
Seeks opportunities to promote own professional growth and development.
Attends 75% of staff meetings per year, problem solving activities and conflict resolution for the department
Turns in self evaluation and development plan based on goals for the year.
Attend job related in-services as requested.
Light work - (Exert up to 20lbs force occasionally, and/or up to 10lbs frequently)
Important notification to applicants as of Nov. 20, 2014: Effective Jan. 1, 2015, Centura Health will no longer hire tobacco users in Colorado and Kansas. The change to our policy does not apply to associates hired on or before Dec. 31, 2014. Centura Health is an Equal Opportunity Employer, M/F/D/V.
Find your ideal career at Centura Health! With 16 hospitals, physician clinics, hospice services, home care and senior living communities, Centura Health's vast network of care spans Colorado and Western Kansas so you can experience a balanced lifestyle and enjoy a fulfilling career anywhere you want to work, live and play in Colorado. From the fast pace of a Denver-area Level 1 Trauma Center to a... smaller rural or mountain hospital – we proudly offer a more diverse range of work settings and locations than any other health care employer in the state. Centura is an equal opportunity employer.