Patient Concierge PRN Evenings and Overnight

HCA•Springfield, TN

46d•Onsite

About The Position

As a Patient Experience Concierge, you will provide exceptional service to our patient population. You will be responsible for greeting and navigating patients and their guests in registration lobby. You'll provide assistance to patients checking-in for services and expedite patient flow. What you will do in this role: Welcome patient and family members in a professional manner. Contact the nursing staff for emergency medical needs and answer patient and visitor questions Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations. Promotes and demonstrates excellent customer service Oversee the daily activities of the front desk and lobby areas including tidiness of the area Greet patients upon arrival, and navigate patient flow Assist with check in process; monitor patient registration tracker Perform lobby rounding to ensure patients are kept aware of their wait time expectations Perform lobby rounding to ensure lobby and waiting room area is clean, safe and comfortable for patients, family and visitors. Encourage and assist with patient enrollment in the Patient Portal Empowerment to make decisions on their own to help a customer; escalate appropriately Understands that our reputation is only as good as our customer's last experience; ensure it is the best. Consistently provide patient flow updates to PTAC leadership Assist in resolving real-time patient concerns

Requirements

High school diploma or GED preferred
Minimum 3 year's patient access, hotel, restaurant, retail, or customer service experience required

Nice To Haves

Hospitality degree preferred
Previous Patient Access experience preferred

Responsibilities

Welcome patient and family members in a professional manner. Contact the nursing staff for emergency medical needs and answer patient and visitor questions
Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.
Promotes and demonstrates excellent customer service
Oversee the daily activities of the front desk and lobby areas including tidiness of the area
Greet patients upon arrival, and navigate patient flow
Assist with check in process; monitor patient registration tracker
Perform lobby rounding to ensure patients are kept aware of their wait time expectations
Perform lobby rounding to ensure lobby and waiting room area is clean, safe and comfortable for patients, family and visitors.
Encourage and assist with patient enrollment in the Patient Portal
Empowerment to make decisions on their own to help a customer; escalate appropriately
Understands that our reputation is only as good as our customer's last experience; ensure it is the best.
Consistently provide patient flow updates to PTAC leadership
Assist in resolving real-time patient concerns

Benefits

Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
Free counseling services and resources for emotional, physical and financial wellbeing
401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
Employee Stock Purchase Plan with 10% off HCA Healthcare stock
Family support through fertility and family building benefits with Progyny and adoption assistance.
Referral services for child, elder and pet care, home and auto repair, event planning and more
Consumer discounts through Abenity and Consumer Discounts
Retirement readiness, rollover assistance services and preferred banking partnerships
Education assistance (tuition, student loan, certification support, dependent scholarships)
Colleague recognition program
Time Away From Work Program (paid time off, paid family leave, long- and short-term disability coverage and leaves of absence)
Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.