Guest Services Concierge

Department: Guest Services

Address: 1611 NW 12th Ave, Miami, Florida, 33136

Shift details: Full-Time, Nights, 10pm-6:30am

Why Jackson:

Jackson Health System is a nationally and internationally recognized academic medical system offering world-class care to any person who walks through our doors. For more than 100 years, Jackson has evolved into one of the world''s top medical providers for all levels of care, no matter if it''s for a routine patient visit or for a lifesaving procedure. With more than 2,000 licensed beds, we are also proud of our role as the primary teaching hospital for the University of Miami Miller School of Medicine.

Here, the best people come together to deliver Jackson''s mission for our diverse communities. Our employees are committed to providing the best CARE by demonstrating compassion, accountability, respect, and expertise in everything we do.

Summary

The Guest Services Concierge represents the hospital to the community at large. They welcome customers to the Medical Center providing directions and non-medical translations as necessary. They also ensure that patients, family members, visitors and employees are treated in an efficient and professional manner, with the utmost respect and courtesy. Responsibilities may vary based on assigned area and will include the operation of standard office equipment for which no previous training is required. May support during any visit or admission to the hospital of pre-designated patients, and all pre-visit / post-visit support and arrangements. This position acts in a confidential capacity to assist or aid department management.

Responsibilities

• Provide excellent customer service by resolving concerns or working as a liaison with other JHS employees as necessary.
• Greets visitors and patients to the Medical Center.
• Translates and offers visitors directions to patient rooms, clinics and offices, and other general information as needed.
• Interacts effectively and compassionately with patients, surgeons, families, visitors and co-workers.
• May check with management and Team Leaders regarding updates, room changes, discharged patients, surgical patients & the locations where families have been accommodated based on assigned area.
• Appropriately and accurately utilizes the JACKS / Cerner system for retrieving patient information.
• Assist in transporting patients arriving for an appointment by wheelchair as needed.
• Function as a receptionist for Guest Services, which may include not but limit to assists clinical teams in registering new patients for appointments.
• Act as a liaison for guests and in-office coordinator.
• May coordinate the weekend and Holiday calendar to ensure adequate coverage based on the assigned area.
• Maintains the log with identified family/guests for facilitating communication between staff and patient family/guests.
• Incumbent working at MTI may require to: review daily admissions of domestic and international patients and keeps a record of monthly, pre-scheduled, ER or transfer cases that were relayed by referrals or by management; goes over the surgical & pre- patients on calendar with the Team Leaders of the morning shifts; and read Cerner/OTTR reports from the previous night, ensuring that follow ups were completed and checking for additional follow ups that may need to be addressed with the clinical team based on assigned area. Perform other duties as assigned based on area including but not limited to providing coverage for the service desk and referral desk.
• Responsible for answering and appropriately forwarding all incoming calls.
• Takes accurate messages providing name, telephone number, time of call and appropriate information.
• May assist in setting up training classes for new hires and conducts training accordingly to ensure high level patient satisfaction as needed.
• Demonstrates behaviors of service excellence and CARE values (Compassion, Accountability, Respect and Expertise).
• Performs all other related job duties as assigned.

Experience

• Generally, requires 1 to 3 years of related experience.
• Spanish bilingual preferred.

Education

• High school diploma is required.
• Bachelor''s degree is strongly preferred.

Credentials

Valid license or certification is required as needed, based on the job or specialty.

Jackson Health System is an equal opportunity employer and makes employment decisions without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, disability status, age, or any other status protected by law.