Concierge

Salary Range: $24.50 - $26.00 per hour

The pay range above represents the lowest possible rate for the position and the highest possible rate. Factors that may be used to determine where newly hired employees will be placed in the pay range include the employee specific skills and qualifications, relevant years of experience and comparison to other employees already in this role. Most often, a newly hired employee will be placed below the midpoint of the range.

If you are viewing this posting on a job site, please visit our company page and search for the opportunity to view the pay range: https://careers-mycmh.icims.com/jobs

Position Overview:

Through a presence and role in the lobbies and public areas, the Concierge promotes an overall culture of safety, service excellence and authentic hospitality by providing concierge services to our guests. The Concierge serves as a greeter, screener, and navigator to those entering the hospital and serves as a conduit for patients to the admitting staff or the relevant service line. The Concierge contributes to the guest experience by working directly with our teams in Admitting, Valet, Auxiliary and Security. The Concierge demonstrates superb customer services standards while engaging individuals and assisting them with a caring and compassionate demeanor during their visits to Community Memorial Healthcare. The Concierge also educates and is able to transfer these customer service skills to other staff. This is a mobile position throughout the facility who utilizes mobile devices to facilitate service requests.

Required:

High School Diploma or equivalent (GED)
• Two (2) years of experience in a guest relations/customer service position in a professional environment
• Bilingual in English and Spanish
• Excellent written and verbal communication skills
• Ability to operate mobile devices and computers
• Maintains a valid California Driver's License
• Maintains a current Motor Vehicle Report (MVR) that meets insurability requirements under Community Memorial Healthcare's coverage

Preferred:

• Bachelor's degree in communications or a related field
• Four (4) years of experience in a guest relations/customer service position in a professional environment
• Additional multilingual skills beyond English and Spanish

Essential Functions and Responsibilities:

1. As requested, the edits are listed top to bottom without numbers or bullets:
2. As owner of the guest experience, provides hospitality, general information, and wayfinding to guests arriving at the hospital, those in the lobbies, waiting rooms, and all public areas of the hospital.
3. Promotes service excellence and quality concierge services by assisting guests with any non-clinical needs they may have.
4. Serves as the first line of defense and security presence by screening and managing front drive and lobby activity to minimize congestion and noise and to enhance a welcoming and safe environment.
5. Coordinates parking support in collaboration with Security for those who medically may require assistance.
6. Demonstrates familiarity with all safety, emergency, and building access policies and procedures and is able to implement them as needed.
7. As this position is a dynamic role, a mobile phone and/or mobile device will be used for communications.
8. Efficiently answers all incoming calls with an appropriate greeting and routes calls or takes, distributes, assigns, or acts on calls while providing a high level of service.
9. Acts as a "navigator" to help guide guests during the hospital experience. This includes, but is not limited to, providing parking guidance, personally escorting guests as often as business levels allow, and/or walking guests to the escort desk and introducing them to their escort.
10. Maintains a positive working relationship with the department's volunteers in our Auxiliary Department, providing assistance as needed.
11. Answers questions regarding the healthcare campus, services, and the community.
12. Takes ownership of all guest concerns, solving issues personally when possible and escalating through the chain of command as needed.
13. Keeps the Lead/Supervisor aware and involved in any concerns or complaints.
14. For patient concerns, relays pertinent information to the appropriate patient advocate.
15. The aesthetics of the arrival process are maintained at all times by working with multiple departments and team members to keep the front drive, lobbies, and desk area neat, clean, and organized.
16. Assists with recommendations for activities, restaurants, and lodging for friends and family visiting patients.
17. Demonstrates a welcoming and hospitable demeanor when interacting with patients, visitors, guests, and families.
18. Demonstrates willingness to handle sensitive situations with patience and compassion.
19. May assist with issuing visitor and vendor passes utilizing manual and electronic systems.
20. Assists with connecting individuals with lost and found items to ensure appropriate actions and resolution are achieved.
21. Creates, contributes to, and/or participates in service enhancement programs that affect our service excellence culture.
22. May include tracking, documenting, and providing data on activities and interactions that occur during service delivery.
23. Collects, documents, and shares stories to provide staff with examples of service success and opportunities for improvement.
24. Understands the importance of, integrates, and communicates the organization's Mission, Vision, and Values to the community and our teams.
25. Performs duties of a door attendant to assist arriving and departing patients, visitors, and guests, including supporting wayfinding, parking, and entry into Community Memorial Healthcare facilities.
26. Is trained to perform the duties of the screener position to support the screening of individuals entering the building following CDC-outlined processes for screening.
27. Performs other duties as assigned.

When it comes to quality, we're 5 Star!

Community Memorial Health System was established in 2005 when Community Memorial Hospital in Ventura merged with Ojai Valley Community Hospital. It is comprised of these two hospitals along with a network of primary and specialty care health centers serving various communities across west Ventura County. Our health system is a community-owned, not-for-profit organization. As such, we are not backed by a corporate or government entity, nor do we answer to shareholders. We depend on - and answer to - the communities we serve.

Community Memorial Hospital - Ventura has been awarded a prestigious five-star rating by the Centers for Medicare & Medicaid Services (CMS)! This achievement represents thousands of people going the extra mile every day for our patients, and we are the ONLY hospital in Ventura County to earn this distinction!

Community Memorial Healthcare Benefits

To help heal, comfort, and promote health for the communities we serve, Community Memorial Healthcare takes care of our community of employees so our local community can be cared for. That's why we provide competitive benefits, along with great career choices, training, and leadership development. Our total rewards package provides benefits that support you and your family's health and wellness in all aspects of life. From our top tier insurance plans to our employee assistance program, take advantage of what CMH has to offer so you and your loved ones can have peace of mind now and for years to come. CMH is here for you and your family every step of the way.

• Competitive Pay
• Shift Differentials
• In-House Registry Rates
• Fidelity 403(b) Retirement Plan
• Paid Time Off
• Medical (EPO/PPO), Dental, & Vision Insurance Coverage
• Voluntary Worksite Benefits
• Employee Assistance Program Available 24/7 (EAP)
• Tuition Reimbursement
• Public Service Loan Forgiveness (PSLF)
• Recognition programs
• Employee service recognition events
• Home, Retail, Travel & Entertainment Discounts
• National Hospital Week and National Nurses Week celebrations

Community Memorial Healthcare is an equal opportunity employer to all, regardless of age, ancestry, color, disability (mental and physical), exercising the right to family care and medical leave, gender, gender expression, gender identity, genetic information, marital status, medical condition, military or veteran status, national origin, political affiliation, race, religious creed, sex (includes pregnancy, childbirth, breastfeeding and related medical conditions), and sexual orientation. We strive to promote an environment where exceptional people bring diverse perspectives and find belonging, support and connection to their work in our community.

"We are an AA/EEO/Veterans/Disabled Employer"