Job Description
Summary: The In-House Concierge is a customer service provider who works to ensure that all residents, family members and visitors have a pleasant experience while at the facility. You are delegated the administrative authority, responsibility, and accountability necessary for carrying out your assigned duties
ESSENTIAL FUNCTIONS:
- Provide exceptional customer service to all residents, family members and guests of the facility.
- Act as a liaison between the residents, family members and guests and the facility.
- Make notes of any special requirements and needs that residents, family members and guest may have.
- Run errands as requested.
- Transport residents in facility van or car as requested.
- Work with various departments to facilitate those residents, family members and visitors receiving appropriate non-medical services, such as special meals.
- Contact residents to ensure that all of their needs are met and the experience at the facility is positive.
- Actively listen to the needs of the residents, family members and guests of the facility and act on as appropriate.
- Facilitate as requested special events and activities for the residents, family members and visitors such as special birthday party or happy hour.
- Provide residents, family members and visitors with facility and area information upon request.
- Assist residents, family members and visitors with making special arrangements as needed.
- Reconcile and report any money funds, petty cash and other expenditures daily.
- Report any customer concerns to the Nursing Home Administrator and/or appropriate department leadership team.
- Demonstrate a passion for caring as evidenced by interaction with co-workers, residents, families, and visitors.
OTHER DUTIES:
- Maintain a professional physical appearance and a clean organized work space.
- Attend scheduled trainings as requested by nursing home administrator.
- Ensure the facility vehicle in a safe, clean and orderly fashion at all times when using
- Supports the nursing home and assisted living community's mission and philosophy
- Supports and respects fellow team members
- Perform all other duties, as assigned.
OTHER QUALIFICATIONS/TALENT:
Executing Self-Starter
Strong work ethic Influencing
Relationship Building Ability to foster teamwork
High customer services oriented Strategic Thinking
Leads with honesty and integrity Curiosity and desire to learn
Works well with people including staff, residents & families Detail oriented and follow through
Takes responsibility and ownership Ability to prioritize and multi-task priorities
Easily puts strategy into timelines & implementation plans Drive to compete and motivated to win
Likes to own projects, take responsibility & follows through Creates efficiency and effectiveness in process
Communicate clearly and effectively & brings people along Process information quickly and conceptually
Tough skin to deal with multiple personalities & stakeholders Maintains Confidentiality at all times
Ability to read people and understand what motivates them Able to ask great questions
Ability to think quickly on your feet
SKILLS AND KNOWLEDGE:
- Must possess a thorough knowledge of principles as they relate to nursing facility operations
- Most possess the ability to assimilate information from a variety of sources, analyze information and make recommendations to the Administrator.
- Most possess the ability to establish, implement, and maintain effective public relations and concierge program
- Computer and Internet literate
- Must demonstrate the knowledge and skills necessary to provide care appropriate to the age-related needs of the residents served
EXPERIENCE:
- Recommend a minimum of one year experience in the healthcare field; with long-term care experience preferred
- Experience in a supervisory or department health level position, preferred, but not required
EDUCATION
- Highschool diploma or GED
WORK ENVIRONMENT:
- Moves intermittently during working hours
- Is subject to frequent interruptions
- Is involved with residents, personnel, visitors, government agencies/personnel, etc., under all conditions and circumstances
- Is subject to hostile and emotionally upset residents, family members, etc
- Works beyond normal duty hours, on weekends, and in other positions temporarily, when necessary
- Is subject to call back during emergency conditions (e.g., severe weather, evacuation, post-disaster, etc.)
- Is subject to injury from falls, burns from equipment, odors, etc., throughout the workday, as well as reactions from dust, disinfectants, tobacco smoke, and other air contaminants
- Is subject to exposure to infectious waste, diseases, conditions, etc., including TB and the AIDS and Hepatitis B viruses
- May be subject to the handling of and exposure to hazardous chemicals
PHYSICAL AND SENSORY REQUIREMENTS:
- Regularly required to talk and hear.
- Specific vision abilities including close vision, color vision, and ability to adjust focus.
- Prolonged periods of sitting at a desk and working on a computer.
- Ability to occasionally lift office products and supplies, and recruitment materials up to 25 pounds.
OTHER:
- Proof of COVID vaccination or qualifying exemption required
- This is NOT a remote position
- Classification: Non-Exempt
The omission of specific statements of duties does not exclude them from the position if the work is similar, related or a logical assignment to the position. Other duties as assigned means just that.