Patient Experience Concierge

HCA Healthcare • Austin, TX

108d

About The Position

Do you want to join an organization that invests in you as a Patient Experience Concierge? At St. Davids Medical Center, you come first. HCA Healthcare has committed up to 300 million in programs to support our incredible team members over the course of three years. 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 the registration lobby. You'll provide assistance to patients checking-in for services and expedite patient flow.

Requirements

• High school diploma or GED preferred.
• Hospitality degree preferred.
• Minimum 3 years' patient access, hotel, restaurant, retail, or customer service experience required.
• 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.
• Promote and demonstrate 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.
• 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.
• Ensure the best customer experience as our reputation is only as good as our customer's last experience.
• 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.
• Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans.
• Free counseling services and resources for emotional, physical and financial wellbeing.
• 401(k) Plan with a 100% match on 3% to 9% of pay.
• 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.

What This Job Offers

• Industry: Hospitals
• Education Level: High school or GED