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

Hourly Wage Estimate: $17.36 - $26.05 / hour

Learn more about the benefits offered ( https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards ) for this job.

The estimate displayed represents the typical wage range of candidates hired. Factors that may be used to determine your actual salary may include your specific skills, how many years of experience you have and comparison to other employees already in this role. The typical candidate is hired below midpoint of the range.

Schedule: Monday - Friday 5:30am-2pm

Last year our HCA Healthcare colleagues invested over 156,000 hours volunteering in our communities. As a Patient Experience Concierge with Henrico Doctors' Hospital Forest you can be a part of an organization that is devoted to giving back!

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

Henrico Doctors' Hospital Forest, 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 (https://careers.hcahealthcare.com/pages/employee-benefits-and-rewards)

Note: Eligibility for benefits may vary by location.

Parallon provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

"There is so much good to do in the world and so many different ways to do it."- Dr. Thomas Frist, Sr.

HCA Healthcare Co-Founder

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.