Concierge Coordinator

Insight Hospital and Medical Center; Coldwater (MI); On-site; USD 35,000 - 50,000; Full time

Job summary

Insight Hospital and Medical Center in Coldwater, Michigan, is seeking a dedicated Patient Concierge Coordinator. This position serves as a vital resource for patients and families, ensuring their needs are met with exceptional customer service and professional support. The Coordinator plays a key role in enhancing patient satisfaction by managing non-clinical concerns, facilitating communication, and providing comfort.

Key responsibilities include scheduling appointments, greeting patients, and comforting them during their healthcare experience. The ideal candidate will demonstrate strong interpersonal skills, excellent communication abilities, and a commitment to the organization's values.

Qualifications

• Maintains a patient-centered approach in interactions.
• Responds to concerns promptly and effectively.
• Demonstrates commitment to the organization’s mission, vision, and values.

Responsibilities

• Schedule patients' appointments with primary care and specialists.
• Greet and welcome patients to ensure satisfaction.
• Comfort patients by answering questions and addressing anxieties.
• Maintain confidentiality of personal and financial information.
• Extend patient care to ensure comfort and satisfaction.
• Coordinate responses to patient and family concerns.
• Round on patients to identify needs and service opportunities.
• Assist with wayfinding and appointment coordination.
• Support management of patient complaints and compliments.
• Document interactions and maintain accurate records.
• Collaborate with teams to address concerns.
• Participate in meetings and patient experience initiatives.

Skills

Excellent verbal and written communication skills

Strong interpersonal skills

Ability to handle sensitive situations with professionalism

Job description

The Patient Concierge Coordinator serves as a welcoming and supportive resource for patients, families, and visitors throughout their healthcare experience. This role is responsible for addressing non-clinical concerns, facilitating communication between patients and hospital departments, and ensuring that patient needs are resolved promptly and professionally. The Patient Concierge Coordinator plays a key role in enhancing patient satisfaction by delivering exceptional customer service and promoting a positive, compassionate environment. The concierge coordinator is responsible for providing outstanding customer service to patients and visitors of the hospital. This includes connecting patients to resources, scheduling appointments, providing patients comfort, whether that’s an extra blanket or listening ear. These duties are to be performed in a highly confidential manner, in accordance with the mission, values and behaviors of Insight Hospital and Medical Center. Employees are further expected to provide a high quality of care, service, and kindness toward all patients, staff, physicians, volunteers and guests.

Duties and Responsibilities

• Scheduling patients appointments with primary care and specialist physicians
• Greeting and welcoming patients with a smile and ensuring patient care satisfaction is at 99%
• Comforting patients by anticipating patients’ anxieties, answering patients’ questions
• Protecting patients’ rights by maintaining confidentiality of personal and financial information, HIPAA compliancy
• Extending excellent patient care to ensure patient comfort and satisfaction
• Respond to patient and family concerns and coordinate with appropriate departments to facilitate timely resolution.
• Round on patients and families to proactively identify needs and service opportunities.
• Assist with wayfinding, appointment coordination, and navigation of hospital services
• Support the management of patient compliments, complaints, and grievances in accordance with organizational policies.
• Document interactions and maintain accurate records in designated tracking systems.
• Collaborate with nursing, ancillary departments, security, environmental services, and other teams to address concerns.
• Participate in departmental meetings, training, and patient experience initiatives.

Job Specifications

Required Education, Skills and Abilities

• Maintains a patient-centered approach in all interactions.
• Responds to concerns promptly and effectively.
• Demonstrates a commitment to the organization’s mission, vision, and values.
• Adheres to all regulatory, privacy, and safety requirements.
• Excellent verbal and written communication skills.
• Strong interpersonal skills with the ability to interact effectively with diverse populations
• Ability to handle sensitive situations with professionalism and discretion

The above list of accountabilities is intended to describe the general nature and level of work performed by the positions; it should not be considered exhaustive.

Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or other status protected by applicable law.

Insight is an Equal Opportunity Employer