Patient Experience Concierge

HCA Healthcare; Bowling Green (KY); On-site; USD 32,000 - 42,000; Full time

Benefits offered by this job

Comprehensive benefits package

401(k) with company match

Tuition assistance

Wellbeing support

Job summary

TriStar Greenview Regional Hospital is seeking a Patient Experience Concierge to greet patients, navigate registration, and support front desk operations. This role emphasizes exceptional service, adherence to AIDET, and proactive patient flow management to enhance the overall patient experience.

Responsibilities include guiding patients and families, coordinating with nursing staff, assisting with check-in, and ensuring lobby areas are clean and welcoming.

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 and assist with registration.
• Model AIDET guidelines in all interactions with the patient and ensure staff follow experience expectations.
• Oversee daily front desk and lobby activities for tidiness and flow.
• Greet patients and navigate patient flow upon arrival and during check-in.
• Monitor patient registration tracker and provide updates to leadership.
• Perform lobby rounds to keep patients informed about wait times and comfort.

Skills

Customer service

Communication

Hospitality

Education

High school diploma or GED

Hospitality degree

Job description

Schedule: Day Shift with Rotating Weekend Work Required

Do you want to join an organization that invests in you as a Patient Experience Concierge? At TriStar Greenview Regional Hospital, you come first. HCA Healthcare has committed up to $300 million in programs to support our incredible team members over the course of three years.

Job Summary And Qualifications

As a Patient Experience Concierge, you will provide exceptional service to our patient population. You will be responsible for greeting and navigating patients and their guests in registration lobby. You’ll provide assistance to patients checking‑in for services and expedite patient flow.

What you will do in this role:

• 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; 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

What qualifications you will need:

• 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

Benefits

TriStar Greenview Regional Hospital, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

• Comprehensive benefits for medical, prescription drug, dental, vision, behavioral health and telemedicine services
• Wellbeing support, including free counseling and referral services
• Time away from work programs for paid time off, paid family leave, long- and short-term disability coverage and leaves of absence
• Savings and retirement resources, including a 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service), Employee Stock Purchase Plan, flexible spending accounts, preferred banking partnerships, retirement readiness tools, rollover support and financial wellbeing counseling
• Education support through tuition assistance, student loan assistance, certification support, dependent scholarships and a partnership with Galen College of Nursing
• Additional benefits for fertility and family building, adoption assistance, life insurance, supplemental health protection plans, auto and home insurance, legal counseling, identity theft protection and consumer discounts

Learn More About Employee Benefits

Note: Eligibility for benefits may vary by location.

"Good people beget good people."- Dr. Thomas Frist, Sr.

We are an equal opportunity employer. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.