Patient Experience & Guest Services Concierge

About the role

The Patient Experience & Guest Services Concierge supports the daily operations of the Patient Experience & Guest Services Department by greeting patients and families arriving to the hospital. The Concierge works with Patient Access Services to ensure a seamless admitting process. The Concierge supports the daily patient rounding program, addresses complaints in real time and ensures that clear communication exists between staff and patients/families.

Responsibilities

• Maintain a presence in the front lobby, greeting patients, answering questions and assisting visitors with navigation.
• Continuously monitor patient census and tracking software to aid in navigation, stay up to date with visitor restrictions, etc.
• Understanding of the Emergency Department patient flow process to support Guest Services staff as needed.
• Understanding of the hospital complaint and grievance process, addressing any issues in real time and reporting up to a manager any issues that cannot be resolved immediately; knowledge and use of SBSafe Patient Safety Reporting and Patient Feedback modules.
• Supports the Patient Experience Department through inpatient and Emergency Department rounding, as needed; utilize the iRounds program to collect rounding data, as needed.
• Assist the Employee Engagement Committee in planning and coordinating patient experience and employee engagement events.

Requirements

• Strong interpersonal, communication, and multitasking skills.
• Must be computer literate.
• Attention to detail and accuracy.
• Excellent organizational skills.
• Ability to work in highly stressful situations.
• Innovative and critical thinking skills.

Qualifications

Preferred qualifications include a minimum of two (2) years’ experience in Healthcare, Revenue Cycle, and/or Business Office, as well as two (2) years’ experience in customer service related field. An Associate’s degree in Healthcare or Business-related field is also preferred.

Physical Demands

Standing and walking 75% of the time. Excellent auditory and visual acuity. Ability to assist in the transfer of patients in and out of wheelchairs and able to push wheelchairs, if applicable.

Pay

The starting salary range for this position is $58,500-$67,000.

Schedule

This is a full-time position.

Benefits

Your total compensation goes beyond the number in your paycheck.