Patient Experience Concierge - Emergency Department (ED) - Springfield Regional Medical Center

Bon Secours Mercy Health•Springfield, OH

2d•Onsite

About The Position

The Patient Experience Concierge serves as a liaison between patient, family, hospital staff, and physicians to ensure a favorable patient experience in the areas of patient and family comfort, information-sharing from hospital and clinical staff, hospital staff responsiveness to patient or family inquiries or concerns, and assisting clinical staff in ensuring patient and family understanding of their role and responsibilities to support timely patient discharge.

Requirements

HS Diploma/GED
Ability to assess at an intermediate level for customer service and communications skills.
Demonstrate sincere compassion, empathy, and understanding of the patient’s or family member’s experience and concerns.
Leadership Development module or completion within one year.
Computer literacy (charts, emails, and other documents needed in work).
Proficient with basic computer skills including word and excel.
Must possess strong communications and customer service skills and the ability to defuse situations and generate positive patient and family member response.
Must possess healthcare knowledge to communicate with medical professionals.
Must complete 12 hours of continuing education in customer service.
Possesses sound verbal and written communication skills and tactfully addresses issues at hand clearly, concisely and accurately.

Nice To Haves

Minimum of 2 years hospital experience
Minimum of 2 years successful work experience in face-to-face customer service role

Responsibilities

Serve as a liaison between patient, family, hospital staff, and physicians.
Ensure a favorable patient experience regarding comfort, information sharing, and staff responsiveness.
Assist clinical staff in ensuring patient and family understanding of their role in supporting timely patient discharge.