Family Experience Concierge | Full-Time, 12pm -8:30pm Mon-Fri | Arthur M. Blank

Children's Healthcare of Atlanta•Atlanta, GA

4d•Onsite

About The Position

The Family Experience Concierge creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. The role connects patients, families, and visitors with support services available at Children’s Healthcare of Atlanta and serves as a resource for outside services. The concierge advocates for patients, families, and visitors during their stay and helps ensure their needs are addressed.

Requirements

Two years of customer-service experience in a business-office environment.
High school diploma or equivalent.
HeartSaver CPR certification within one year of employment.
Excellent customer-service and communication skills, including the ability to communicate effectively in person, in writing, and by phone.
Ability to work effectively in pressured situations and defuse escalating situations.
Strong problem-solving skills.
Proficiency with Windows technology and Microsoft Office, including Word, Excel, and Outlook.
Ability to work independently with minimal supervision.
Ability to work as part of a team.
Ability to adapt quickly to change while maintaining a positive attitude.

Nice To Haves

Bachelor’s degree.
Experience in a healthcare-related office or communications center.
Knowledge of medical terminology.
Experience handling multiple phone lines.

Responsibilities

Create a positive first impression for the hospital.
Process communications courteously, promptly, and professionally.
Provide information to callers, parents, medical staff, and other hospital personnel as requested.
Oversee and maintain the appearance of assigned areas during each shift, such as information desks, waiting rooms, garages, sleeping areas, consult rooms, laundry facilities, parent lounges, and lobbies.
Make customer-service telephone callbacks for select customers.
Process accurate paperwork in accordance with HIPAA standards for each patient or contact in a timely manner, and maintain logs.
Document and maintain current information about services provided during each shift.
Regularly provide information and assistance at information desks, in waiting rooms, and in sleeping areas to meet customer needs and explain delays.
Initiate conversations with patients, families, and visitors about access needs, take appropriate action, and follow up to confirm interventions are effective.
Advise nursing staff of patient, parent, or customer concerns that require staff intervention.
Provide liaison services between customers and hospital staff.
Work with the team to integrate customer-service standards into customer and family experiences.
Serve as a service-excellence role model for other Children’s Healthcare of Atlanta staff.
Perform other duties as assigned by the manager or director.