Patient Concierge PRN Overnight and Weekends

HCA Healthcare • Bowling Green, KY

17d • Onsite

About The Position

The Patient Experience Concierge provides exceptional service to patients and their guests at TriStar Greenview Regional Hospital. The role greets and guides patients in the registration lobby, assists with check-in, and helps expedite patient flow. The concierge also supports a welcoming, clean, safe, and comfortable lobby experience, communicates patient-flow updates to leadership, and helps address patient concerns in real time. This is a PRN, as-needed position requiring availability to cover overnight shifts as needed and work every other weekend from 11 a.m. to 7 p.m.

Requirements

• At least 3 years of experience in patient access, hotels, restaurants, retail, or customer service.
• Availability to cover overnight shifts as needed and work every other weekend from 11 a.m. to 7 p.m.

Nice To Haves

• High school diploma or GED preferred.
• Hospitality degree preferred.
• Previous Patient Access experience preferred.

Responsibilities

• Welcome patients and family members professionally.
• Contact nursing staff for emergency medical needs and answer patient and visitor questions.
• Model AIDET guidelines in interactions with patients and help ensure staff adhere to patient experience expectations.
• Promote and demonstrate excellent customer service.
• Oversee daily activities at the front desk and in lobby areas, including keeping the area tidy.
• Greet patients upon arrival and help navigate patient flow.
• Assist with the check-in process and monitor the patient registration tracker.
• Round in the lobby to keep patients informed about expected wait times.
• Round in the lobby and waiting room to ensure the areas are clean, safe, and comfortable for patients, families, and visitors.
• Encourage and assist patients with enrollment in the Patient Portal.
• Use judgment to make decisions that help customers and escalate issues appropriately.
• Consistently provide patient-flow updates to PTAC leadership.
• Assist in resolving patient concerns in real time.

Benefits

• Medical, prescription drug, dental, vision, behavioral health, and telemedicine plans.
• Free counseling and referral services.
• Paid time off, paid family leave, long- and short-term disability coverage, and leaves of absence.
• 401(k) plan with a 100% match on 3% to 9% of pay, based on years of service.
• Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support, and financial wellbeing counseling.
• Tuition assistance, student loan assistance, certification support, dependent scholarships, and a partnership with Galen College of Nursing.
• Fertility and family-building benefits and adoption assistance.
• Life insurance and supplemental health protection plans.
• Auto and home insurance, legal counseling, identity theft protection, and consumer discounts.

What This Job Offers

• Education Level: High school or GED