Family Experience Concierge | Radiology | Part-Time 7am-3:30pm, Sat & Sun | Scottish Rite

Children's Healthcare of Atlanta

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. Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law. Children’s Healthcare of Atlanta has been 100 percent committed to kids for more than 100 years. A not-for-profit organization, Children’s is dedicated to making kids better today and healthier tomorrow. 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. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of making kids better today and healthier tomorrow. Have questions about the recruitment process? Check out What to Expect.

Requirements

2 years of experience in customer service in a business office environment
High school diploma or equivalent
HeartSaver CPR within one year of employment
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

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, garages, sleeping areas, consult rooms, laundry facilities, parent lounges, lobby).
Performs customer service telephone call backs 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 in 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.