Family Experience Concierge | Part-Time 10am-6:30pm | Scottish Rite

Children's Healthcare of Atlanta•Sandy Springs, GA

About The Position

Creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. Connect patients, families, and visitors to a variety of support services available at Children's Healthcare of Atlanta and serves as a resource for outside services. Advocates for the needs of patients, families, and visitors during their stay at Children’s Healthcare of Atlanta.

Requirements

Two years of experience in customer service in a business office environment
High school diploma
Valid Georgia driver’s license
Excellent customer service skills, communication skills, and the ability to communicate well in person, in writing, and on the phone
Must be able to work effectively in pressured situations and demonstrate the ability to diffuse escalating situations
Strong problem-solving skills
Computer skills that include the internet and Microsoft Outlook and Word
Self starter with the ability to work with minimal supervision
Ability to work as a team player

Nice To Haves

Bachelor's degree
Experience in a healthcare-related office or a communications center
Medical terminology knowledge
Experience in handling multiple phone lines

Responsibilities

Creates a great first impression for the hospital.
Processes all communications in a courteous, prompt, and professional manner.
Provides information to callers, parents, medical staff, and other hospital personnel as requested.
Oversees and maintains appearance of assigned area per shift (e.g., information desk, waiting rooms, garage, sleeping areas, consults room, laundry facilities, parent lounges, lobby).
Performs customer service telephone callbacks on select customers.
Processes accurate paperwork (Health Insurance Portability and Accountability Act standards) on each patient/contact in a timely manner and logs.
Documents and maintains updated information pertaining to services provided each shift.
Provides information and assistance at information desks and in waiting room and sleeping areas on a frequent basis to ensure customer needs are being met and explanations of delays are given.
Initiates conversations with patients, families, and visitors regarding access needs, takes appropriate action, and follows up to ensure interventions are effective.
Advises nursing staff of patient/parent/customer concerns that require staff intervention.
Provides liaison service between customers and hospital staff.
Works as part of the team integrating customer service standards in all customer/family experiences.
Performs other duties as assigned by the manager or director.
Serves as service excellence role models for other Children's Healthcare of Atlanta staff.