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STRATA Experience Guide

Company: Garden of the Gods Club
Location: Colorado Springs
Posted on: June 12, 2021

Job Description:

STRATA EXPERIENCE GUIDE SUMMARY OF DUTIES

The STRATA Experience Guide is a multi-functional, front-line role responsible for providing information about the full-spectrum health and wellness activities and services available from STRATA Integrated Wellness and Spa at Garden of the Gods Resort and Club. In this role, the right candidate is responsible for offering necessary assistance, guidance and support to members, guests, visitors and patients.

The STRATA Experience Guide delivers front-line professional, patient-centered services (greeting, reception, scheduling appointments, rebooking, and collaboration). They engage continuously with members, patients, guests, visitors and vendors, as well various members of the STRATA team, to deliver a world-class health and wellness experience for all who walk through our doors. In addition, the Experience Guide is responsible for answering phones, scheduling meetings, managing correspondence (routing inquires, addressing emails and other correspondence, and internal communications), and participating in clinical collaboration meetings, including daily rounds, department gatherings, and operational effectiveness reviews.

The Experience Guide must continually present a high level of professionalism (one of the many faces of the STRATA), possess strong interpersonal skills, maintain a positive attitude and remain calm under pressure. It is a dynamic, multitasking and patient-facing role key to the first impression on the phone, over email, or in-person and ultimate success of STRATA and its continued growth.

This position reports to STRATA's Operations Officer.

PRIMARY RESPONSIBILITIES

Perform Welcoming and Guidance Services:

  • Greet all visitors with a proactive and anticipatory service heart, using signature phrasing, and key touch points

  • Continuously exhibits a warm and welcoming, "glad you are here" demeanor

  • Quickly establishes a connection with members, guests, visitors and patients

  • Maintains a positive, empathetic, and professional attitude towards all at all times

  • Responds promptly to inquiries, conveying knowledgeable and clear information on the activities, services and treatments available, in-person, on the telephone, and via email; knows our services inside and out so that questions can be quickly answered and understood

  • Demonstrates an ability to explain detailed concepts in a simple way, helping to ensure that members, guests, visitors and patients can make informed decisions and remain engaged with next steps

  • Ensures satisfaction and provides professional guidance and support

  • Promotes the reputation of the STRATA Integrated Wellness and Spa, as well as the Garden of the Gods Resort and Club as a whole

Administrative and Office Duties:

  • Interacts with members, guests, visitors, and patients in-person and via phone, email, online chat, or text

  • Promptly and professionally answers questions a member, guest, visitor, or patient may have

  • Responds to and resolves problems and complaints; escalates to the appropriate member of the management team, as needed; keeps records of interactions, transactions, comments, and complaints

  • Opening and closing procedures, including continuous monitoring of office and lobby spaces for cleanliness and tidiness and availability of promotional collateral (business cards, service line materials, retail supplies, etc.)

  • Monitors promotional collateral and marketing materials; shares feedback regarding engagement, content, and inventory; provides feedback on the efficiency and effectiveness of the customer service process
  • Process orders, forms, applications, and requests as needed; handles inquiries about deliveries

  • Communicate and coordinate effectively with internal departments and colleagues as necessary

  • Participates in team meetings and operational working groups to optimize engagement

  • Attention to detail, quality focused, organization, time management, teamwork, and mission-driven

  • Follow company processes accurately and efficiently; adherence to policies, procedures, and culture

  • Performs other duties as assigned

Patient Services and Scheduling:

  • Manage new client workflow to include initial portal setup; pre-visit electronic consent and intake forms; and verifying patient documentation is complete in advance of visit, available for clinicians, and accurately maintained with updated contact details

  • Assist clients in completing documents and contact them whenever any error is discovered, or when it needs to be corrected

  • Supports the MED Patient Concierge in scheduling appointments, laboratory tests, internal and external referrals

  • Enhances the patient experience through proactive patient engagement related to practice inquiries, scheduling creativity, appointment management, and integrated wellness services

  • Distribute, monitor, track, and analyze patient experience surveys for process improvements and enhanced patient satisfaction

  • Liaise with other departments and provide support to them

EDUCATION & EXPERIENCE

  • High school diploma or equivalent

  • Customer service experience required, preferably related to a high-volume healthcare, hospitality or service-related industry; strong preference for healthcare office or healthcare system experiences with progressive responsibilities

  • Strong telephone contact handling skills and active listening; knowledge of telephone and call-forwarding systems

  • People-oriented with an ability to adapt / respond to different types of personalities; good problem-solving skills

  • Excellent communication and presentation skills with a demonstrated ability to explain technical or complex information simply to customers

  • Understands and possess a high degree of confidentiality and discretion; awareness of the importance of protecting same

  • Ability to multi-task, prioritize and manage time effectively

  • Proficient computer skills and ability to learn database and patient scheduling systems, including electronic health records and Microsoft Office, and a high level of data entry proficiency

  • Must have excellent multitasking ability, organizational management, and patient-centered customer service skills

  • Ability to be proactive and resourceful in attending to unanticipated situations; a quick learner, eager to help develop and evolve procedures

PHYSICAL REQUIREMENTS

  • Prolonged periods sitting at a desk and working at a computer

  • Must be able to occasionally lift up to 20 pounds

SCHEDULE & COMPENSATION

  • Full-Time (40 Hours) with ability to grow within role and organization

  • Benefits Eligible (first of the month 60-days after date of hire)
  • Wages - Commensurate with experience, professional demeanor, contribution impact abilities, and commitment

ABOUT US

Perched atop a mesa in Colorado Springs, Garden of the Gods Resort and Club is the premier wellness destination retreat in the Rocky Mountain region, offering a world-class resort coupled with health, spa, beauty, and fitness experiences that create remarkable memories and transform lives. Set among expansive vistas of the snow-capped Pikes Peak and awe-inspiring National Landmark of the same name, Garden of the Gods Resort and Club boasts a legendary history.

Today, the same beautiful setting beckons travelers worldwide to undergo a personalized journey of restoration and renewal with its integrative medical practices, thoughtful spa treatments, functional fitness exercises, and relaxing and renewing well-being experiences.

STRATA Integrated Wellness and Spa at Garden of the Gods Resort and Club is comprised of STRATA Med (Health and Wellness), STRATA Body (Spa and Salon), and STRATA Fit (Fitness and Performance). Here, a team of acclaimed, board-certified physicians, nurses, wellness clinicians, and award-winning therapists with services ranging from primary care for men's and women's health, to functional neurology and energy healing integrate the best of innovative, multidisciplinary, modern, and concierge medicine with meditation, nutrition, mindfulness, and fitness to provide guides a fresh perspective, great levels of wellness, and a renewed sense of life, living, and possibility. Through personalized journeys, tailored treatment plans, and customized unique and boutique wellness retreats, patient health is understood from the whole-person perspective with results that transcend and transform. Experiences are crafted for individuals, couples, families, and teams.

On property, guests enjoy luxurious accommodations in its 116 rooms and suites within its hotel, Cottages and Casitas, including one to three-bedroom suites, many of which feature private patios with stunning views of the Garden of the Gods Park. The resort offers more than 12,000 square feet of some of the state's most beautiful meeting and event spaces and a world-class executive health program. Activities include golfing at its 27-hole championship course; tennis on two outdoor and four state-of-the-art indoor courts; three outdoor swimming pools; and an array of dining experiences.

Keywords: Garden of the Gods Club, Colorado Springs , STRATA Experience Guide, Other , Colorado Springs, Colorado

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