Concierge Team is responsible for achieving and maintaining a high level of internal and external customer satisfaction. This position will safely and efficiently carry out Concierge & Patient Experience tasks in compliance with established policies and procedures.
All Entrances: Utilize Fast Pass technology to screen and assign badges to visitors. Utilize Green Security technology to screen and assign badges to vendors. Serve as a resource providing patients & visitors wayfinding support.
Communicate cooperatively and constructively with patients, area supervisors, families, administration and other clinical and non-clinical departments. Appropriately communicate the arrival of visitors from the Media, Agencies and Organizations following established policy & procedures. Manage negative patient experiences in real time; escalating complaints/grievances to Patient Experience Leadership when applicable.
Assist Patients/Visitors with record requests. Partner with Security team to help ensure the safety of all patients & visitors. Maintain knowledge of code calling and response.
Identify obstacles and share suggestions with leadership on regular basis. Perform other duties as assigned. Mary’s Ave Entrance / Broadway Entrance (Medical Village) Assist patients and visitors with navigation/way-finding throughout Broadway campus.
Appropriately confirms outpatient appointments and informs respective department upon arrival. Appropriately utilizes tracking system to request patient transport for patients and/or visitors needing wheelchair assistance. If Patient Transport is not available, transports patient to/from department.
Assist with parking validation when needed. Appropriately follow visitation policy & procedures in accordance with NYS DOH requirements (face masks & outpatient appointments). Emergency Department Upon Charge Nurse approval, bring patient and visitor(s) from waiting room to assigned ED Treatment room.
Conduct routine lobby rounding and ensure patients are made aware of expected wait times (utilizing paragon bed board & computer on wheels). Utilizing radio with earpiece, communicate real time information to Emergency Department Charge Nurse regarding patient inquires. Appropriately escalate patient complaints to ED Navigator for support.
Appropriately follow visitation policy & procedures in accordance with NYS DOH requirements, escalating any emergency department extenuation circumstances to Patient Experience Leadership. Properly identify patient’s belongings, record belongings and communicates with the distribution team. Qualifications/Requirements:
Health Care or related customer service experience preferred.
High School Degree or equivalent. Licenses /
N/A Other: Must have excellent communication and problem-solving skills Strong interpersonal skills Team player with cross-functional ability Capable of working independently Selected computer skills