Hours:
Shift Start Time:
Variable
Shift End Time:
Variable
AWS Hours Requirement:
8/40 - 8 Hour Shift
Additional Shift Information:
Weekend Requirements:
Weekends Only
On-Call Required:
No
Hourly Pay Range (Minimum - Midpoint - Maximum):
$27.500 - $30.400 - $33.530
This position is covered by a Collective Bargaining Agreement (CBA) with SEIU-UHW. As part of the terms of employment, employees in this role are required to join the union within 31 days of hire and remain a member (e.g. dues paying, fee paying, religious exception contributor) for the duration of the collective bargaining agreement.
This position was originally posted to ratified SEIU members from 04/22/26 – 04/30/26. The position is now available to be filled by internal candidates that are not members of the ratified Bargaining Unit or External candidates to Sharp.
What You Will Do
To provide customer service, information, assistance, and volunteer guidance and training. Provide information and personal service to internal and external customers.
Required Qualifications
- Experience with computer keyboard, CRT and input data.
Preferred Qualifications
- H.S. Diploma or Equivalent
- 3 Years experience in a high contact customer service position or equivalent setting with demonstrated above standard performance.
- Experience in dealing with multiple demands simultaneously.
- Experience supervising others and establishing priorities.
Essential Functions
- Customer service
Provides information and answers questions. Identifies and resolves customer satisfaction issues and appropriately reports them to the appropriate person in the appropriate department.
Responds to issues and requests immediately using good customer service standards. Answers phone and triages incoming telephone calls. Ensures telephone calls are answered and forwarded to the appropriate person or department in a timely and friendly manner.
At work station ready to work on time.
Meets dress code.
Problem solving skills allow resolution of all customer issues.
Knowledgeable of all policies and procedures and implements appropriately. - Demonstrates adaptability
Maintains a safe and clean lobby.
Maintains wheelchairs.
Maintains community resource listings and telephone lists.
Complete annual Planetree Competency. - Demonstrates initiative
Demonstrates motivation/initiative by: independently responding to STAT assignments, utilizing time wisely to assist in completion of work or engages in assigned work projects, identifying problems and recommending appropriate courses of action, attending departmental meetings.
Maintains patient schedules, NP lists and message board.
Awareness of "Friends of Hospital/Foundation" programs.
Initiate contact with visitors and staff to ensure their needs are met. - Plan and arrange for transportation services
Assists departments with escorting patients to department in a timely manner; communicating and informing patients' families of hospital procedures.
Escorts patients where they need to go.
Arranges for shuttles, vans, taxis as appropriate. - Safety
Lobby Safety Oversight
Monitor and maintain traffic flow in lobby.
Ensure the lobby environment is welcoming, respectful and safe for internal and external customers.
Help monitor valet traffic during busy periods.
Assist in mitigating safety concerns within the lobby and utilize proper resources when situations are escalated. - Teamwork and problem resolution
Advocates the Mission, Value, and Philosophy of Sharp HealthCare and exemplifies the Sharp Experience to the lobby team (volunteers and staff).
Employs active listening, telephone etiquette and communicates directions/instructions slowly and clearly.
Identifies and resolves customer satisfaction issues and appropriately reports them to Patient Relations Manager.
Responds to issues immediately and reports and documents them in a timely manner.
Demonstrates the Five Must Haves and 12 Behavior Standards.
Attends meetings and participates in problem identification and solution.
Is organized; timely follow through on paperwork, scheduling and messages.
Volunteers to help out others as the need arises.
Works with other Concierge staff to develop standardized practices.
Demonstrates positive initiative and motivation; creates a team spirit and pride in the department.
Utilizes service recovery tools appropriately. - Volunteer oversight
Orients volunteers to concierge role.
Volunteers demonstrate knowledge of facility, escorting functions, and problem solving.
Volunteers know resources available in solving issues.
Knowledge, Skills, and Abilities
- Knowledge of customer service strategies and tactics.
- Ability with working with different people and temperaments, presenting to small groups formally and informally, and managing time is required.
- Knowledge of Sharp HealthCare, Coronado, and the community is preferred.
Sharp HealthCare is an equal opportunity/affirmative action employer. All qualified applicants will receive consideration for employment without regard to race, religion, color, national origin, gender, gender identity, sexual orientation, age, status as a protected veteran, among other things, or status as a qualified individual with disability or any other protected class
