Experience Concierge | Full- Time | Patient Experience

Memorial Health Ohio•Paris Township, OH

16h•Onsite

About The Position

Reporting to the Director of Patient Experience, the Experience Concierge will provide a friendly and appropriate greeting and farewell to all people entering and leaving Memorial Health's hospital facilities. While always demonstrating a strong representation of Memorial Health through attitude, actions, and words, the Experience Concierge will extend an open and welcoming approach that encourages guests to ask questions or request assistance. When responding to requests, the experience concierge will exude enthusiasm while applying quick thinking and resourcefulness in providing proactive assistance to a variety of needs. The Concierge can also serve as a health system navigator, connecting patients with needed services and local resources in a streamlined manner. Recognizes opportunities to steer individuals in need of ongoing care toward Memorial services. Receives patient concerns and complaints and provides resolution for readily resolved issues and escalation for more in-depth issues. Documents complaints received and action taken. Develops and maintains a comprehensive knowledge of Memorial Health's scope of providers, services, and locations. Applies and refines proactive and patient-inspired processes to ensure streamlined approach to providing guest assistance. Always seeks new ways to improve the experience for guests entering and departing.

Requirements

Minimum 5 years of experience working in a customer-facing (in-person) role providing direct support and resolution to requests and concerns.

Nice To Haves

High School diploma preferred.

Responsibilities

Provide a friendly and appropriate greeting and farewell to all people entering and leaving Memorial Health's hospital facilities.
Extend an open and welcoming approach that encourages guests to ask questions or request assistance.
Provide proactive assistance to a variety of needs with quick thinking and resourcefulness.
Serve as a health system navigator, connecting patients with needed services and local resources.
Steer individuals in need of ongoing care toward Memorial services.
Receive patient concerns and complaints, providing resolution for readily resolved issues and escalation for more in-depth issues.
Document complaints received and action taken.
Develop and maintain a comprehensive knowledge of Memorial Health's scope of providers, services, and locations.
Apply and refine proactive and patient-inspired processes to ensure a streamlined approach to providing guest assistance.
Seek new ways to improve the experience for guests entering and departing.