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

Children's Healthcare of Atlanta•Atlanta, GA

22h•Onsite

About The Position

Children’s is one of the nation’s leading children’s hospitals, committed to making kids better today and healthier tomorrow. The Family Experience Concierge creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. This role connects 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. The Concierge advocates for the needs of patients, families, and visitors during their stay at Children’s Healthcare of Atlanta. Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years, operating as a not-for-profit organization. With 3 hospitals, 20 neighborhood locations, and a total of 673 beds, Children’s is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Children’s offers access to more than 60 pediatric specialties and programs and is ranked among the top children’s hospitals in the country by U.S. News & World Report. Children’s has been recognized as a Fortune 100 Best Place to Work, a Best Place for Working Mothers, and as a top employer for diversity and millennials.

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
Proficient in Windows and Technology including Microsoft Office (Word, Excel, Outlook)
Self-starter with the ability to work with minimal supervision
Ability to work as part of a team
Ability to quickly adapt to change while maintaining a positive attitude

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

Trends service data received via NRC Health as relates to behaviors (bedside manner and interactions between staff, patients, and families) and partners with Family Experience Specialists to establish possible best practice and process improvements.
Provides liaison service between customers and hospital staff. Visits and rounds on patients and families in designated areas and follows up on any problems reported by patients and families. Seeks out and responds to questions and inquiries received through face-to-face contact with customers regarding Children’s Healthcare of Atlanta services and/or policies.
Thoroughly documents all rounds in Rounds+ and sends service alerts as needed while collaborating with unit leadership on resolving issues.
Ensures that customers receive the best service possible through providing information and coordinating with other functions and departments as required including provisioning MyChart Bedside tablets to admitted patients.
Acts as family contact, advocate, and resource regarding non-clinical concerns/needs and hospital services available, including food services, environmental, and engineering (e.g., room service, visiting hours, phone system, sleep sofa).
Refers any medical care issues to the nursing leadership for appropriate handling and partners with Patient Representatives on clinical issues.
Advises all relevant departments of patient/parent/customer concerns that require staff intervention.
Processes accurate paperwork (Health Insurance Portability and Accountability Act standards) on each patient/contact in a timely manner including proper consents for MyChart Bedside tablets.
Documents each round when the round is completed.
Performs follow-up with patients who have been in the hospital regarding the services they received.
Provides weekly and monthly reports to supervisor/manager.
Provides coverage at all locations by picking up shifts or assisting at other campuses (unless hired for a specific department).
Maintains a great impression for the hospital and serves as a service excellence role models for other Children’s Healthcare of Atlanta staff.
Performs other duties as assigned by the manager or director.