Patient Experience Concierge - Highlands Hospital in Sebring at Parallon

Date Posted: 10/5/2018

Job Snapshot

Job Description

Job Summary – The Patient Experience Concierge is responsible for greeting and navigating patients/guests in registration lobby. Provide assistance to patients checking-in for services, and expedite patient flow. Navigate patient/guest flow in registration areas to ensure an overall positive customer experience.
Supervisor – Patient Access Director or Manager
Supervises – not applicable
Duties (included but not limited to):
• 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.
• Promotes and demonstrates 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
• Perform lobby rounding to 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
• Understands that our reputation is only as good as our customer’s last experience; ensure it is the best.
• Consistently provide patient flow updates to PTAC leadership
• Assist in resolving real-time patient concerns
• What customers think is true. Understand that they will hold on to this truth. For negative experiences, Apologize and then try to come up with a satisfactory solution.
• Give the customer the opportunity to tell you what they think in many ways at different stages in the visit. Follow the Three Times Rule—if you hear something about your facility three times, whether you like it or not, pay serious attention. Take action.
• Assist incoming patients, his/her relatives, or other responsible individuals in any check-in functions where they have questions regarding entering demographical information or insurance/financial information as
• Secure all signatures necessary for treatments, release of medical information, assignment of insurance benefits, and payment of services from legally responsible parties.
• Explain policies regarding services, charges, insurance billing, and payment of account. Request full or partial payment for services rendered according to collection policies.
• Coach other employees with customer service opportunities and escalate any concerns to Manager
• Practice and adhere to the “Code of Conduct” philosophy and “Mission and Value Statement”
• Other duties as assigned

Job Requirements

• Communication - communicates clearly and concisely, verbally and in writing. This includes
utilizing proper punctuation, and correct spelling. Bi-lingual preferred.
• Customer orientation - establishes and maintains long-term customer relationships,
building trust and respect by consistently meeting and exceeding expectations
• Interpersonal skills - able to work effectively with other employees, patients and external
parties
• PC skills - demonstrates proficiency in Microsoft Office applications and others as required
• Policies & Procedures - demonstrates knowledge and understanding of organizational
policies, procedures and systems
• Basic skills - demonstrates ability to organize, perform and track multiple tasks accurately in
short timeframes, have ability to work quickly and accurately in a fast-paced environment
while managing multiple demands, ability to work both independently and collaboratively
as a team player, adaptability, analytical and problem solving ability and attention to detail
and able to perform basic mathematical calculations, balance and reconcile figures,
punctuate properly, spell correctly and transcribe accurately.
EDUCATION
• High school diploma or GED required.
• Hospitality degree preferred
EXPERIENCE
• Minimum 3 years patient access, hotel, restaurant, retail, or customer service experience
required
• Previous Patient Access experience preferred
CERTIFICATE/LICENSE - N/A
PHYSICAL DEMANDS/WORKING CONDITIONS
Work is performed in an office environment or hospital setting. Requires prolonged
sitting/standing for long periods of time (depending on the duration of the shift, this could be 7-
10 hours), some bending, stooping, walking and stretching. Requires eye-hand coordination and
manual dexterity sufficient to operate a keyboard, photocopier, telephone, calculator and other
office equipment. Requires normal range of hearing and eyesight to record, prepare and
communicate appropriate reports or other information. Requires lifting papers/boxes and
pushing/pulling up to 25 pounds occasionally. Pushing computer cart on wheels while registering
patients during the duration of the shift (which could be 7-10 hours). Work may be stressful at
times. Contact may involve dealing with angry, upset or emotional people. Staff must remain
flexible and available to provide staffing assistance for any/all disaster or emergency situations.
 
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