Front Desk Patient Experience Concierge

HCA Healthcare; Richmond (VA); On-site; USD 23,000 - 36,000; Full time

Benefits offered by this job

Comprehensive benefits

Wellbeing support

Time away from work

401(k) plan with match

Job summary

HCA Healthcare at Henrico Doctors' Hospital Forest is seeking a Patient Experience Concierge to deliver exceptional service to patients and guests. You will greet and navigate patients in registration and lobby, assist with check-in, and help expedite patient flow.

You will model AIDET guidelines, promote outstanding customer service, oversee lobby operations, and support enrollment in the Patient Portal while ensuring a clean, safe, and welcoming environment.

Qualifications

• High school diploma or GED preferred.
• Hospitality degree preferred.
• Minimum 3 year’s patient access, hotel, restaurant, retail, or customer service experience required.
• Previous Patient Access experience preferred.

Responsibilities

• 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 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; elevate 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.

Skills

Customer service

Hospitality

Education

High school diploma or GED

Hospitality degree

Job description

HCA Healthcare at Henrico Doctors' Hospital Forest is seeking a Patient Experience Concierge to deliver exceptional service to patients and guests. You will greet and navigate patients in registration and lobby, assist with check-in, and help expedite patient flow.

You will model AIDET guidelines, promote outstanding customer service, oversee lobby operations, and support enrollment in the Patient Portal while ensuring a clean, safe, and welcoming environment.