Service Excellence Liaison - Naples, United States - NCH Healthcare System

Description

ABOUT NCH

NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.

NCH is transforming into an Advanced Community Healthcare System(TM) and we're proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.

Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit to learn more.

JOB SUMMARY

The Service Excellence Liaison serves as a first impression customer service provider that is responsible for providing patients, visitors, volunteers, and staff members with a positive public image of the healthcare system. This position ensures that all individuals have a pleasant experience by maintaining the environment of the hospital lobby and by offering system information to all that they encounter. This individual will be responsible for ensuring only authorized persons are admitted onto hospital premises by assisting with the identification badging system and by following the hospital visitor guidelines.

ESSENTIAL DUTIES AND RESPONSIBILITIES

Other duties may be assigned.

· Provide a positive impression of the Hospital by practicing good guest relations' skills and treating all individuals with respect and dignity.

· Assist with processing and distributing customer badges in compliance with hospital visitor guidelines; communicate with assigned nurse leader for special circumstances.

· Assist with monitoring visitor controls and complies with the service-related visitation policy during non-visitation hours.

· Maintain the log for dropped-off and picked-up items at the Guest Relations Desk and deliver packages to designated areas as necessary.

· Provide physical assistance to customers to facilitate movement within our facility. May include transport via wheelchair.

· Greet customers and provide appropriate verbal assistance, guidance and way finding to visitors and patients as needed. Serve as a reference source regarding visiting hours, directions, package delivery, general admitting and hospital policies & general information.

· Follow the mandatory reporting procedures for any incident or serious event that did affect or potentially could have affected the customer.

· Provides support to management and departments to provide seamless service.

· Responds to customer service needs of patients and visitors.

· Communicates both effectively verbally and in writing.

· Communicates regularly with the Guest Relations team to continually provide consistent and improved practices for improved customer experiences.

· Concierge will role model all appropriate actions and behaviors to the volunteer concierge assistants, including teens, reporting any opportunities to the Supervisor/Manager.

· Demonstrates a high level of professionalism in personal and professional relationships that enhances Service Excellence at the NCH Healthcare System; strives to increase patient satisfaction.

· Sanitizes and distributes wheelchairs to all hospital floors. Verifies that wheelchairs meet safety regulations; submits those in need of repair.

· Ensure appearance and personal conduct are professional at all times.

· Perform all responsibilities as assigned and uses sound judgment in completing tasks.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

· Minimum of High School or GED required.

· Minimum of 1 year of experience in a similar role.

· Excellent time management and organizational skills.

· Excellent interpersonal and communication skills.

· Able to monitor and assess concurrent situations and visitors.

· Physical ability to stand and walk for extended period and to transport patients.

· Need to be familiar with hospital terminology or willing to learn.