Patient Experience Concierge Overnight Shift

HCA Healthcare•Bowling Green, KY

About The Position

The Patient Experience Concierge provides exceptional service to patients and visitors at TriStar Greenview Regional Hospital. The role greets and guides patients and their guests in the registration lobby, assists with check-in, and helps expedite patient flow. It also supports a welcoming, clean, safe, and comfortable lobby environment; keeps patients informed about wait times; and helps address concerns in real time. The schedule is Sunday through Thursday, 10 p.m. to 6 a.m.

Requirements

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

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 and ensure staff adhere to patient experience expectations.
Promote and demonstrate excellent customer service.
Oversee daily front desk and lobby activities, including keeping the area tidy.
Greet patients on arrival and help navigate patient flow.
Assist with check-in and monitor the patient registration tracker.
Round in the lobby to keep patients informed about expected wait times.
Round in the lobby to ensure waiting areas are clean, safe, and comfortable for patients, families, and visitors.
Encourage and assist patients with enrollment in the Patient Portal.
Use discretion to make decisions that help customers and escalate appropriately.
Consistently provide patient flow updates to PTAC leadership.
Assist in resolving patient concerns in real time.

Benefits

Comprehensive medical, prescription drug, dental, vision, behavioral health, and telemedicine plans.
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 and adoption assistance.
Life insurance and supplemental health protection plans.
Auto and home insurance, legal counseling, identity theft protection, and consumer discounts.