Patient Experience Concierge

About the role

As a Patient Experience Concierge, you will provide exceptional service to our patient population. You will be responsible for greeting and navigating patients and their guests in the registration lobby, assisting with check-in, and expediting patient flow.

Responsibilities

• Welcome patients and family members in a professional manner.
• Contact nursing staff for emergency medical needs and answer patient and visitor questions.
• Model AIDET guidelines in all interactions with patients and ensure staff adhere to patient experience expectations.
• Promote and demonstrate excellent customer service.
• Oversee the daily activities of the front desk and lobby areas, including tidiness.
• Greet patients upon arrival and navigate patient flow.
• Assist with the check-in process and monitor the patient registration tracker.
• Perform lobby rounding to keep patients informed of wait time expectations.
• Ensure the lobby and waiting room are clean, safe, and comfortable for patients, family, and visitors.
• Encourage and assist with patient enrollment in the Patient Portal.
• Empower staff to make decisions to help customers and escalate issues appropriately.
• Understand that the organization’s reputation depends on the patient’s last experience—ensure it is the best.
• Provide patient flow updates to PTAC leadership.
• Assist in resolving real-time patient concerns.

Requirements

• High school diploma or GED preferred.
• Hospitality degree preferred.
• Minimum 3 years of patient access, hotel, restaurant, retail, or customer service experience required.
• Previous Patient Access experience preferred.

Schedule

Monday – Friday; 5:00 AM to 1:30 PM.

Benefits

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health, and telemedicine services.
• Wellbeing support, including free counseling and referral services.
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence.
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support, and financial wellbeing counseling.
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing.
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection, and consumer discounts.

Eligibility for benefits may vary by location.