DEPARTMENT: PATIENT RELATIONS
F ACILITY: Tift Regional Medical Center
WORK TYPE: Full Time
S HIFT: Day Shift
SUMMARY:
The Health Care Concierge is responsible for guiding customers, patients and caregivers to different health care services and offerings and assisting with questions related to health care. The Concierge may serve as the first impression for the community and as such must maintain a positive and helpful attitude, neat and presentable appearance, and a warm and friendly atmosphere. The Concierge also plays a key role in consumer perception by properly handling all inquiries for information and supporting the healthcare team as needed. The Health Care Concierge is responsible for greeting and navigating patients/guests throughout the healthcare system to ensure an overall positive customer experience.
RESPONSIBILITIES:
* Acts as the point of reference for guests who need assistance or information.
- Understands the needs of customers and provides them with personalized solutions.
- Possess extensive knowledge of the facility and services provided throughout the healthcare system.
- Answers the 353-CARE line and triage customer needs.
- Encourages and assist with patient enrollment in the Patient Portal.
- Takes the initiative to help customers, and when needed escalates issues appropriately.
- Takes ownership of customer interactions.
- Assist in resolving issues to ensure total customers satisfaction.
- Maintains a holistic, consumer-centric view of problems and interactions in order to function beyond simple transactions.
- Manages variable volumes of incoming work and prioritizes follow-through to meet service level agreements and performance requirements.
- Provides unbiased support while navigating the complex health care system across the entire continuum of care.
- Exhibits a professional and polished, yet compassionate and caring, demeanor in all consumer interactions.
- Maintains confidentiality and sensitivity in all interactions with internal and external customers.
- Keeps abreast of all pertinent federal, state and facility regulations, laws and policies as they presently exist and as they change or are modified.
- Understands and adheres to compliance standards as they appear in the Corporate Compliance Policy, Code of Conduct, and Conflicts of Interest Policy.
- Demonstrates age-specific skills as required by position.
- Offers suggestions on ways to improve operations of department and reduce costs.
- Attends all mandatory education programs.
- Improves self-knowledge through voluntarily attending continuing education/certification classes.
- Maintains required competency levels as identified in written exams, skills checklists, skills labs, annual safety and health requirements as well as service excellence education hours requirements.
- Willing to cross-train in order to better assist co-workers and to provide maximum efficiency in department.
- Volunteers/participates on hospital committees, functions, and department projects.
- Manages resources effectively.
- Reports equipment in need of repair in order to extend life of equipment.
- Makes good use of time so as to not create needless overtime.
EDUCATION:
* High School Diploma or Equivalent
CREDENTIALS:
from
OTHER INFORMATION:
Bachelor's degree is preferred. Two years of customer service experience is required.
COMPETENCIES & SKILLS:
* Takes personal responsibility for the quality and timeliness of work, and achieves results with little oversight.
- Adapts to changing business needs, conditions, and work responsibilities and works with a variety of situations, individuals, groups, and varying customer needs.
- Basic computer skills
- Diplomatically handles challenging or tense interpersonal situations.
- Possess the ability to think clearly and rationally, understanding the logical connection between ideas.
- Provides excellent service to internal and external customers.
- Is reliable and trustworthy while performing work in a consistent and timely manner.
- Earns others’ trust and respect through consistent honesty and transparency in all interactions.
- Conveys ideas and facts orally using language the audience will best understand.
- Resolves difficult or complicated challenges.
- Public relations
- Conveys ideas and facts in writing using language the reader will best understand.
Southwell/Tift Regional Health System, Inc. is an Equal Opportunity Employer.