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 a welcoming attitude, actions, and communication, encouraging guests to ask questions and request assistance. The concierge responds enthusiastically and resourcefully to requests, offers proactive assistance, and may help patients navigate the health system and connect with services and local resources. The Experience Concierge recognizes opportunities to direct people who need ongoing care toward Memorial services. The role receives patient concerns and complaints, resolves readily addressable issues, escalates more involved matters, and documents complaints and actions taken. The concierge 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 guests arriving at and departing from the hospital.
Requirements
- At least 5 years of experience in a customer-facing, in-person role providing direct support and resolving requests and concerns.
Nice To Haves
- High school diploma preferred.
Responsibilities
- Greet and bid farewell to people entering and leaving Memorial Health hospital facilities.
- Provide welcoming, proactive, resourceful assistance in response to guest requests.
- Help patients navigate the health system and connect with needed services and local resources.
- Recognize opportunities to direct individuals needing ongoing care toward Memorial services.
- Receive patient concerns and complaints, resolve readily resolved issues, and escalate more in-depth issues.
- Document complaints received and actions taken.
- Develop and maintain comprehensive knowledge of Memorial Health providers, services, and locations.
- Apply and refine proactive, patient-inspired processes to streamline guest assistance and continually improve the guest experience.
Benefits
- Holiday pay
- Sick leave
- Free membership to the employee wellness center
- Discounted daycare services through Kidzlink
- Employee recognition
- Free parking
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What This Job Offers
Education Level
No Education Listed
