Family Experience Concierge

Children's Healthcare Of Atlanta • Atlanta, GA

395d

About The Position

The Family Experience Concierge at Children's Healthcare of Atlanta plays a crucial role in enhancing the patient experience by providing care, respect, and attention to the personal needs of patients, families, and visitors. This part-time position involves connecting families to various support services, advocating for their needs during their stay, and ensuring they receive the best possible service throughout their experience at the hospital.

Requirements

• High school diploma or GED
• 2 years of experience in customer service in a business office environment
• Excellent customer service skills
• Strong communication skills, both in person and in writing
• Proficient in Microsoft Office (Word, Excel, Outlook)
• Ability to work effectively in pressured situations and diffuse escalating situations
• Strong problem-solving skills
• 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 communications center
• Knowledge of medical terminology
• Experience handling multiple phone lines

Responsibilities

• Trends service data received via NRC Health related to behaviors and collaborates with Family Experience Specialists for best practices and process improvements.
• Acts as a liaison between customers and hospital staff, visiting and rounding on patients and families to address any reported issues.
• Documents all rounds in Rounds+ and sends service alerts as needed, collaborating with unit leadership to resolve issues.
• Ensures customers receive optimal service by providing information and coordinating with other departments, including provisioning MyChart Bedside tablets to admitted patients.
• Acts as a family contact, advocate, and resource for non-clinical concerns and hospital services, including food services and visiting hours.
• Refers medical care issues to nursing leadership and partners with Patient Representatives on clinical issues.
• Advises relevant departments of patient/parent/customer concerns requiring staff intervention.
• Processes accurate paperwork in compliance with HIPAA standards for each patient/contact in a timely manner.
• Documents each round upon completion and performs follow-up with patients 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 as needed.
• Maintains a positive impression for the hospital and serves as a service excellence role model for other staff.
• Performs other duties as assigned by the manager or director.

Benefits

• Flexible scheduling
• Professional development opportunities
• Health insurance coverage
• Paid holidays

What This Job Offers

• Job Type: Part-time
• Career Level: Entry Level
• Industry: Ambulatory Health Care Services
• Education Level: High school or GED