Concierge/Reception - Guest Services - Grossmont Hospital - Variable Shift - Per Diem

Sharp HealthCare • La Mesa, CA

1d • $28 - $34 • Onsite

About The Position

Assist Administration in delivering a high level of customer service in the Main Lobby by providing relevant and timely information and assistance to patients, visitors and staff, and providing volunteer guidance and training in concierge duties. 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 01/21/26 – 01/29/26. 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.

Requirements

• Effective interpersonal and customer relations skills.
• Ability to remain calm with angry or distressed patients/visitors.
• Good organizational skills and basic computer knowledge.
• Good telephone etiquette and ability to be frequently interrupted.

Nice To Haves

• H.S. Diploma or Equivalent
• 2 Years Experience in a hospital or customer service position.

Responsibilities

• Customer service Maintains a safe and orderly lobby. Maintain and monitor comfort cart to assure refreshments are fresh and area is clean. Coordinates wheelchair availability, maintenance and storage.
• General support Assists Administration and other departments with ad hoc duties and projects. General computer skills. Organizational skills. Ability to multi-task. Input data.
• Patient belongings Adheres to PPI regulations when sorting, labeling and discarding or distributing items.
• Problem resolution Provides information and answers questions. Identifies and resolves customer satisfaction issues and reports them to the appropriate person and department. Responds to issues and requests immediately using good customer service standards reflective of the of the Sharp Experience. 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. Utilizes service recovery tools appropriately. Rounds with purpose using AIDET. Refers high-level complaints appropriately to Patient Relations.
• Resource management Updates resource/referral services and provides information to internal and external customers. Printed resource material is readily available. Telephone lists are updated and maintained. Concierge manual of all available resources remain current and available for review by visitors.
• Teamwork and problem resolution Advocates the Mission, Values and Philosophy of Sharp HealthCare and exemplifies customer service to the lobby team (volunteers and staff). Demonstrates effective communication utilizing AIDET as well as active listening, appropriate telephone etiquette and clear and concise communication of directions. Manages up co-workers and volunteers for reward and recognition. Works with other Concierge staff to develop standardized practices. Demonstrates positive initiative and motivation; creates a team spirit and pride in the department. Participates in problem identification and solutions. Applies 'Must Haves' when dealing with patients, guests and staff. Utilizes 'warm handoff' if unable to escort personally or need to transfer a call. Models Sharp's Behavior Standards.
• Volunteer oversight Volunteers demonstrate knowledge of facility, IDX patient information system, escorting function and problem solving. Volunteers demonstrate utilization of Sharp's Must Haves. Volunteers utilizes service recovery tools appropriately. Volunteers utilizes AIDET to inform patients and guests. Volunteers utilize 'warm handoff' if unable to escort personally or need to transfer a call.

What This Job Offers

• Education Level: High school or GED