Experience Concierge | Patient Experience | Contingent
About The Position
The Experience Concierge provides a friendly, appropriate greeting and farewell to people entering and leaving Memorial Health hospital facilities. The role represents Memorial Health through professional attitudes, actions, and words, and creates an open, welcoming environment where guests feel comfortable asking questions or requesting assistance. The Experience Concierge responds enthusiastically and resourcefully to requests, offers proactive assistance, and may help patients navigate the health system by connecting them with services and local resources. The role recognizes opportunities to direct people who need ongoing care toward Memorial services. It also receives patient concerns and complaints, resolves readily addressed issues, escalates more complex matters, and documents complaints and actions taken. The position develops and maintains knowledge of Memorial Health providers, services, and locations, and applies and refines proactive, patient-inspired processes to streamline guest assistance and improve the experience of people entering and departing the facilities.
Requirements
- At least 5 years of experience in a customer-facing, in-person role providing direct support and resolution to requests and concerns.
Nice To Haves
- High school diploma preferred.
Responsibilities
- Greet and farewell people entering and leaving Memorial Health hospital facilities.
- Represent Memorial Health through a welcoming and appropriate attitude, actions, and words.
- Respond enthusiastically and resourcefully to requests, providing proactive assistance to guests.
- Navigate patients to needed health system services and local resources.
- Recognize opportunities to direct individuals needing ongoing care toward Memorial services.
- Receive patient concerns and complaints, resolve readily addressed issues, and escalate more complex issues.
- Document complaints received and actions taken.
- Develop and maintain knowledge of Memorial Health providers, services, and locations.
- Apply and refine processes to streamline guest assistance and improve the experience for guests entering and departing.
Benefits
- Holiday pay
- Sick leave
- Free membership to the employee wellness center
- Discounted Kidzlink daycare services
- Employee recognition
- Free parking
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What This Job Offers
Education Level
High school or GED
