Welcome Services Concierge

American Addiction Centers•Milwaukee, WI

2d•Onsite

About The Position

Acts as the first point of contact for patients by providing exceptional personalized service. This role will be knowledgeable in our safe care promise and visitor policy guidelines. Responsible for the smooth flow of patients and visitors both externally and internally.

Requirements

High School Diploma or GED
Typically requires 2 years in customer service facing role.
Life support training courses may be required dependent on department discretion
Excellent Customer service, communication (written and verbal) and interpersonal skills; ability to positively communicate with others under difficult circumstances
Intermediate computer skills (prior Epic experience is a plus)
Must be extremely accurate in a fast paced environment
Ability to manage multiple demands and priorities
Demonstrated ability to work as part of a team, independently and collaboratively

Nice To Haves

Ability to push patients in a wheelchair
Experience using Epic
Face to face customer service experience

Responsibilities

Successfully manage the first and last impressions of the facility
Proactively approach, greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service
Answer telephone and make calls to department, units and outside organizations as requested
Successfully utilize the Epic system for appointment and patient look-up, input of transport requests
Properly communicate with all departments and transport companies on behalf of patients/visitors
Partner with all hospital staff
Problem-solve, manage conflict, address patient/visitor concerns and complaints, and initiate recovery steps for service failures
Assist in maintaining a smooth traffic flow at the entrances to the facility
Physically assist in the transport of patients/visitors through wheelchair use and escorting -both external and internal
Physically assist patients in/out of vehicles
When required, provide symptom screening of patients/visitors entering the facility by asking structured health questions