Concierge

Job Description

Concierge | Santa Barbara Cottage Hospital

The Tone:
This is a concierge role at Santa Barbara Cottage Hospital, located on the central coast of California. Cottage Health is a leading acute care hospital system known for superior patient care, innovation, medical research, and education. This role is essential for promoting an overall culture of safety, service excellence, and authentic hospitality, ensuring a welcoming and supportive environment for all guests and patients. The Concierge helps create and implement service enhancement programs, directly impacting the guest experience and upholding the hospital’s mission to serve communities with excellence, integrity, and compassion.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: Santa Barbara, CA

• Team: Customer Care Department; reports to a Lead/Supervisor
• Mission: Promote safety, service excellence, and authentic hospitality by providing concierge services to guests, enhancing their overall hospital experience.
• Tech Stack: Epic, switchboard system, Excel, Word, MS Outlook

What You’ll Actually Do
• Guest Experience Ownership: Promote an overall culture of safety, service excellence, and authentic hospitality by serving as a greeter, screener, and navigator for guests and patients entering the hospital. Manage lobby activity to minimize congestion and noise, enhancing a welcoming and safe environment while demonstrating familiarity with all safety, emergency, and building access policies and procedures.
• Communication and Admissions Facilitation: Efficiently answer all incoming calls with an appropriate greeting, route calls quickly and accurately, and take on an operator role using the existing switchboard system to distribute messages in a timely manner. Ensure proper and efficient patient processing during the initial admitting phase by greeting, gathering, and verifying relevant information through the patient management system (Epic), “Arriving” patients, and collaborating with admitting staff or other departments.
• Navigation and Guest Guidance: Act as a “navigator” to guide guests throughout their hospital experience, which includes personally escorting guests as business levels allow or directing them to an escort desk. Maintain a positive working relationship with the department’s volunteers, providing assistance as needed to ensure a smooth journey for all visitors.
• Proactive Concern Resolution: Take ownership of all guest concerns, striving to solve issues personally when possible, and escalating situations through the appropriate chain of command as needed. Keep the Lead/Supervisor aware and involved in any concerns or complaints, and for patient-specific issues, relay pertinent information to the appropriate patient advocate.
• Service Enhancement Program Participation: Actively create, contribute to, and participate in service enhancement programs for the department. This includes initiatives such as the Benefactor/Special Guest program, The Little Cottages Program, Sleep Room Program, and the Item Loan Out Program, as well as contributing to shared governance teams, all designed to create a better experience for hospital guests.

The Must-Haves
• Background: Early Career, customer service domain knowledge.
• Experience: 2 years of front-of-house or guest service-related experience.
• Skills: Intermediate computer proficiency (70%+ Excel & Word), 35 wpm typing speed.
• Bonus: 2 years of general college coursework; intermediate MS Outlook; knowledge of basic medical terminology, hospital services, insurance carriers/types; bilingual skills; service experience at a four-diamond property or higher within the last 24 months.