STRATA Experience Guide
Company: Garden of the Gods Club
Location: Colorado Springs
Posted on: June 12, 2021
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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 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.) 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 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 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 PHYSICAL REQUIREMENTS Prolonged periods sitting at a desk and working at a
computer SCHEDULE & COMPENSATION Full-Time (40 Hours) with ability to grow within role and
organization 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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