Patient Experience Concierge

About the role

As a Patient Experience Concierge with Henrico Doctors' Hospital Forest, 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, expediting patient flow, and modeling AIDET guidelines. Henrico Doctors' Hospital Forest is part of HCA Healthcare. Parallon provides full‑service revenue cycle management, including scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing, serving close to 1,000 hospitals and 3,000 physician practices nationwide.

Responsibilities

• Welcome patient and family members in a professional manner.
• Contact the nursing staff for emergency medical needs and answer patient and visitor questions.
• Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to patient experience expectations.
• Promote and demonstrate excellent customer service.
• Oversee the daily activities of the front desk and lobby areas including tidiness of the area.
• Greet patients upon arrival, and navigate patient flow.
• Assist with check‑in process; monitor patient registration tracker.
• Perform lobby rounding to ensure patients are kept aware of their wait time expectations.
• Perform lobby rounding to ensure lobby and waiting room area is clean, safe and comfortable for patients, family and visitors.
• Encourage and assist with patient enrollment in the Patient Portal.
• Empowerment to make decisions on their own to help a customer; escalate appropriately.
• Understand that our reputation is only as good as our customer’s last experience; ensure it is the best.
• Consistently provide patient flow updates to PTAC leadership.
• Assist in resolving real‑time patient concerns.

Qualifications

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

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.

Note: Eligibility for benefits may vary by location.

Pay

Hourly Wage Estimate: $17.36 - $26.05 per hour.

Schedule

Monday - Friday 5:30am‑2pm.