Administrative Assistant III - Patient Experience
About The Position
The Administrative Assistant III provides comprehensive administrative support to department leadership by coordinating communications, meetings, records, and presentations. Triages patient concerns and inquiries and escalates issues appropriately to ensure regulatory compliance and a positive patient experience. Manages calendars, documentation, correspondence, payroll/timekeeping, and scheduling tasks while maintaining confidentiality and supporting efficient daily operations of the department. This position plays a critical role in supporting Augusta Health’s mission and advancing departmental goals through measurable performance indicators and service excellence. This position contributes to a collaborative, patient-centered environment and helps drive outcomes aligned with organizational priorities.
Requirements
- High School Diploma or equivalent
- Eligibility to work in the United States and meet Virginia state employment requirements
Nice To Haves
- Three years' experience in a customer service setting with experience in a health care setting preferred.
- Prior experience in a hospital, healthcare system, or related service-oriented environment
- Familiarity with Augusta Health’s systems, workflows, or organizational culture is a plus
- Knowledge of healthcare administrative processes, including scheduling, payroll, and records management
- Understanding of patient and staff confidentiality and compliance requirements
- Strong organizational and time-management skills to support multiple departments
- Effective verbal and written communication skills for interacting with leadership, staff, patients, and vendors
- Proficiency in office technology, including presentation software and scheduling systems
- Ability to manage sensitive information with discretion and professionalism
- Prioritization of tasks, problem-solve independently, and working under pressure
- Ability to coordinate meetings, events, and operational activities to support efficient clinical operations
Responsibilities
- Answer and triage incoming calls, emails, and messages related to patient concerns, compliments, and inquiries.
- Route issues appropriately to clinical leaders, managers, or service lines based on urgency and scope.
- Maintain departmental calendars, including meetings, forums, and schedules.
- Assist with ordering and stocking department supplies.
- Assist with timekeeping.
- Assist with drafting correspondence (letters, emails, follow-ups) to patients and families.
- Maintain organized digital and physical files for cases, policies, and reports.
- Collect and maintain minutes for department meetings.
- Conduct regular patient and family rounding.
- Document patient feedback and escalate high-risk or sensitive issues promptly.
- Initiate service recovery efforts for dissatisfied patients (apologies, follow-up calls, coordination of remedies).
- Support formal grievance processes in compliance with regulatory standards.
Benefits
- Comprehensive insurance package including medical, dental, and vision coverage
- Retirement savings plans and financial wellness support programs
- Generous paid time off and flexible scheduling to promote work-life balance
- Career development programs including clinical ladders, shared governance, and advancement opportunities
- Personalized onboarding with dedicated preceptors and ongoing educational support
- Tuition reimbursement and access to onsite childcare
- Free onsite parking, 24/7-armed security for your safety, a Health Fitness Reimbursement Program, and an onsite credit union and pharmacy
- Competitive pay with shift/weekend differentials
- Employee discounts at the cafeteria, gift shop, pharmacy, and local entertainment venues (i.e., movie tickets)
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
Number of Employees
501-1,000 employees
