Patient Experience Concierge PRN

HCA Healthcare; Springfield (TN); On-site; USD 28,000 - 39,000; Part time

Benefits offered by this job

Medical benefits

401(k) match

Tuition assistance

Paid time off

Job summary

HCA Healthcare in Springfield, TN is seeking a Patient Experience Concierge (PRN) to warmly welcome patients and guests, assist with check-in, and help manage lobby flow.

You will model AIDET guidelines, answer questions, monitor wait times, and collaborate with nursing and registration staff to ensure a smooth patient experience.

Qualifications include a high school diploma or GED, hospitality or customer service background, and at least 3 years in patient access, hospital, or retail roles.

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 nursing staff for emergencies and answer questions.
• Model AIDET guidelines in all interactions with the patient and ensure staff adhere to expectations.
• Promote and demonstrate excellent customer service.
• Oversee daily activities of the front desk and lobby areas including tidiness.
• Greet patients on arrival and navigate patient flow.
• Assist with check-in process; monitor patient registration tracker.
• Perform lobby rounding to inform patients about wait times.
• Ensure lobby and waiting area is clean, safe and comfortable.
• Encourage enrollment in the Patient Portal.
• Make decisions to help a customer; escalate when needed.
• Maintain reputation through quality service at every touchpoint.
• Provide real-time patient flow updates to leadership.
• Assist in resolving patient concerns.

Skills

Customer service

Front desk operations

Patient flow navigation

Education

High school diploma or GED preferred

Hospitality degree preferred

Job description

Schedule: PRN (As Needed) | Morning, Evening and Weekend Work Required

Experience the HCA Healthcare difference where colleagues are trusted, valued members of our healthcare team. Grow your career with an organization committed to delivering respectful, compassionate care, and where the unique and intrinsic worth of each individual is recognized. Patient Experience Concierge PRN

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

• 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.

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.