Patient Experience Concierge

HCA Healthcare•Inverness, FL

19h•Onsite

About The Position

The Patient Experience Concierge provides exceptional service to patients and their guests in the registration lobby. The role greets and guides patients, assists with check-in, and helps expedite patient flow. It also involves maintaining a tidy, clean, safe, and comfortable lobby and waiting room; keeping patients informed about wait-time expectations; supporting Patient Portal enrollment; and addressing patient concerns. The concierge is empowered to make decisions to help customers and escalates issues appropriately, while providing patient-flow updates to PTAC leadership.

Requirements

At least 3 years of experience in patient access, hotel, restaurant, retail, or customer service.

Nice To Haves

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

Responsibilities

Oversee daily front desk and lobby activities, including keeping the area tidy.
Greet patients upon arrival and guide patient flow.
Assist with the check-in process and monitor the patient registration tracker.
Conduct lobby rounds to keep patients informed about expected wait times.
Conduct lobby rounds to ensure the lobby and waiting room are clean, safe, and comfortable for patients, families, and visitors.
Encourage and assist patients with enrollment in the Patient Portal.
Make decisions to help customers and escalate issues appropriately.
Provide consistently strong customer experiences.
Provide patient-flow updates to PTAC leadership.
Assist in resolving real-time patient concerns.

Benefits

Medical, prescription drug, dental, vision, behavioral health, and telemedicine benefits.
Wellbeing support, including 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.
Adoption assistance.
Life insurance and supplemental health protection plans.
Auto and home insurance, legal counseling, identity theft protection, and consumer discounts.