Patient Experience Concierge Varying Shifts

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized.

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. You’ll provide assistance to patients checking-in for services and expedite patient flow.

Responsibilities

• Welcome patients 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 the 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.

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

Varying shifts including Tuesday mornings, evening/night shifts, and weekends.

Benefits

TriStar NorthCrest Medical Center offers a total rewards package that supports the health, life, career, and retirement of our colleagues. The available plans and programs include:

• 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.