Patient Experience & Guest Services Concierge

Stony Brook University•Southampton, NY

5d•Onsite

About The Position

The Patient Experience & Guest Services Concierge supports the daily operations of the Patient Experience & Guest Services Department by greeting patients and families arriving to the hospital. The Concierge works with Patient Access Services to ensure a seamless admitting process. The Concierge supports the daily patient rounding program, addresses complaints in real time and ensures that clear communication exists between staff and patients/families.

Requirements

Strong interpersonal, communication, and multitasking skills.
Must be computer literate.
Attention to detail and accuracy.
Excellent organizational skills.
Ability to work in highly stressful situations.
Innovative and critical thinking skills.

Nice To Haves

Minimum of two (2) years’ experience in Healthcare, Revenue Cycle, and/or Business Office.
Minimum of two (2) years’ experience in customer service related field.
Associate’s degree in Healthcare or Business-related field.

Responsibilities

Maintain a presence in the front lobby, greeting patients, answering questions and assisting visitors with navigation.
Continuously monitor patient census and tracking software to aid in navigation, stay up to date with visitor restrictions, etc.
Understanding of the Emergency Department patient flow process to support Guest Services staff as needed.
Understanding of the hospital complaint and grievance process, addressing any issues in real time and reporting up to a manager any issues that cannot be resolved immediately; knowledge and use of SBSafe Patient Safety Reporting and Patient Feedback modules.
Supports the Patient Experience Department through inpatient and Emergency Department rounding, as needed; utilize the iRounds program to collect rounding data, as needed.
Assist the Employee Engagement Committee in planning and coordinating patient experience and employee engagement events.