Concierge Services Coordinator Donor Relations

Department Job Description Summary

Serves as a key liaison for donor, VIP, and prospect relations, delivering a high-touch, concierge-level patient experience. Partners with senior leadership to conduct patient rounds, coordinate personalized services, and proactively address concerns across inpatient, emergency, and outpatient settings. Manages Careline communications, donor engagement, and grievance resolution while collaborating with clinical and non-clinical teams to expedite services and ensure satisfaction.

Position Responsibilities

• Maintains relationships with donors and prospects by scheduling appointments, assisting them with any requests and meeting them in person when necessary.
• Participates in rounds with SVP on patients who are Donors, VIP’s and Prospects when they are in inpatient, Main Emergency and select outpatient procedure departments to review their experience and establish an ongoing relationship of trust.
• Manages the intake Donor/ Founders calls as needed. Monitors and inputs donor calls in into the Careline Call Log (ex.Salesforce).
• Participates with Donor Relations to cover the 24 hour Careline on call service including appointment scheduling, expedited clinical services, escorting and rounding etc.
• Schedules time for Directors and Coordinator to meet all donors and review the benefits of being a Donor including the access to the 24/7 Careline.
• Manages investigations and follow-up responses to patient/family grievances (online consumer reviews/surveys). Enters complaints/grievances into internal reporting system in a timely manner.
• Liaises with clinical and non-clinical departments to address patient’s needs/concerns and provided satisfactory resolutions.
• Composes and tracks follow up correspondence to patients for Directors/SVP, physicians and/or director’s signatures.
• Participates in education programs as it applies to patient and donor relations.
• Aids patients and donors in the compliance of hospital policies and procedures as it relates to patient satisfaction, service recovery and grievance resolution as well as following and enforcing the Employee’s Standards of Performance.
• Participates in special events to promote relationships with prospective donors during business hours as well as evenings and weekends to cultivate relationships with perspective Donors.
• Cultivates relationships with donors to increase their potential of upgrading their contributions.
• Captures and coordinates clinical and non-clinical services and amenities to meet the needs of the Donor, Prospect and VIP patients to expedite the requests and experience.
• Consistently coordinates and reinforces hospital-wide, the Founder/Society Roster when Donors are using a particular departments service.
• Provides as necessary education to employees and physicians the purpose and goals of the donor relations program.
• Participates in weekly Foundation and Donor Relations meetings to review and discuss current donor’s and prospect’s experiences.
• Communicates effectively and builds working relationship with case managers, physicians, nurses, residents, therapists and other community healthcare professionals to expedite the donor experience in a timely manner.
• Utilizes EPIC medical record system to confirm appointments, status reports in coordination with the SVP.
• Prepares special reports, summaries, powerpoint presentations and data analytics including spreadsheets as needed.

Requirements

• Education: Bachelors degree or higher required.
• Experience: Two years experience in patient/healthcare relations or human services field.
• Communication Skills: Excellent communication skills.
• Experience: Experience providing 5 star star hotel concierge service preferred.

Benefits

• Health benefits
• Life insurance
• Long-term disability coverage
• Healthcare spending accounts
• Retirement plan
• Paid time off
• Pet Insurance
• Tuition reimbursement
• Employee assistance program
• Wellness program
• On-site housing for select positions and more!