Patient Experience Concierge - Emergency Department (ED) - Springfield Regional Medical Center

Mercy Health; Springfield (OH); On-site; USD 36,000 - 48,000; Full time

Benefits offered by this job

Competitive pay

Bonuses & 403(b)

Health/dental/vision

Paid time off

Tuition assistance

Job summary

Mercy Health is seeking a Patient Experience Concierge who serves as a liaison between patients, families, hospital staff and physicians to ensure a favorable patient experience in comfort, information sharing, responsiveness, and aiding discharge.

The ideal candidate will have a HS Diploma/GED, at least two years in hospital or face-to-face customer service, strong communication skills, basic computer literacy, and the ability to empathize with patients and families.

Qualifications

• HS Diploma/GED (required)
• Minimum of 2 years hospital experience (preferred)
• Minimum of 2 years successful work experience in face-to-face customer service role (preferred)
• Ability to assess at an intermediate level for customer service and communications skills, and demonstrate sincere compassion, empathy, and understanding of the patient’s or family member’s experience and concerns

Responsibilities

• Serve as liaison between patient, family, staff and physicians to improve patient experience and discharge readiness.
• Communicate clearly with patients and families; respond to inquiries and concerns in a timely manner.
• Demonstrate empathy, professionalism and sensitivity in all interactions with patients and families.

Skills

Customer service

Communication

Compassion

Interpersonal skills

Healthcare knowledge

De-escalation

Problem solving

Education

HS Diploma/GED

Tools

Excel

Word

Email

Charting

Job description

Job Summary

The Patient Experience Concierge serves as a liaison between patient, family, hospital staff, and physicians to ensure a favorable patient experience in the areas of patient and family comfort, information-sharing from hospital and clinical staff, hospital staff responsiveness to patient or family inquiries or concerns, and assisting clinical staff in ensuring patient and family understanding of their role and responsibilities to support timely patient discharge.

Education

HS Diploma/GED (required)

Minimum Qualifications

• Minimum of 2 years hospital experience (preferred)
• Minimum of 2 years successful work experience in face-to-face customer service role (preferred)
• Ability to assess at an intermediate level for customer service and communications skills, and demonstrate sincere compassion, empathy, and understanding of the patient’s or family member’s experience and concerns

Other Knowledge/Skills/Abilities Required

• Leadership Development module or completion within one year
• Computer literacy (charts, emails, and other documents needed in work)
• Proficient with basic computer skills including word and excel
• Must possess strong communications and customer service skills and the ability to defuse situations and generate positive patient and family member response
• Must possess healthcare knowledge to communicate with medical professionals
• Must complete 12 hours of continuing education in customer service
• Possesses sound verbal and written communication skills and tactfully addresses issues at hand clearly, concisely and accurately

As a Mercy Health associate, you're part of a Mission that matters. We support your well-being—personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What We Offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HSA/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are affirmative Action and Equal Opportunity Employers, please email [e-mail]. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at [e-mail]