Welcome Services Concierge

Aurora Health Care; Milwaukee (WI); On-site; USD 17,000 - 22,000; Full time

Job summary

Aurora Health Care in Milwaukee is seeking a patient services representative who will be the first point of contact for patients and visitors, ensuring a friendly, efficient experience while adhering to safety policies.

Responsibilities include greeting, answering calls, routing to departments, using the Epic system for appointments and transport requests, assisting with wheelchair transport, screening visitors as needed, and collaborating with hospital staff to maintain smooth traffic flow.

Qualifications

• High School Diploma or GED is required.
• Typically 2 years of customer service experience preferred.
• Ability to use computer systems and input data accurately.

Responsibilities

• Greet and assist patients and visitors, creating a friendly, professional first impression.
• Answer phones, route calls to departments, and coordinate with units and outside organizations.
• Utilize the Epic system for appointment look-up and transport requests.
• Communicate effectively with departments and transport teams on behalf of patients.
• Assist with patient/visitor transport by wheelchair and escorting where needed.
• Screen visitors for health questions as required and maintain flow at facility entrances.

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Education

High School Diploma or GED

Tools

Epic system

Job description

Acts as the first point of contact for patients by providing exceptional personalized service. This role will be knowledgeable in our safe care promise and visitor policy guidelines. Responsible for the smooth flow of patients and visitors both externally and internally.

Major Responsibilities

• Successfully manage the first and last impressions of the facility
• Proactively approach, greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service
• Answer telephone and make calls to department, units and outside organizations as requested
• Successfully utilize the Epic system for appointment and patient look-up, input of transport requests
• Properly communicate with all departments and transport companies on behalf of patients/visitors
• Partner with all hospital staff
• Problem-solve, manage conflict, address patient/visitor concerns and complaints, and initiate recovery steps for service failures
• Assist in maintaining a smooth traffic flow at the entrances to the facility
• Physically assist in the transport of patients/visitors through wheelchair use and escorting -both external and internal
• Physically assist patients in/out of vehicles
• When required, provide symptom screening of patients/visitors entering the facility by asking structured health questions.

Licensure, Registration And/or Certification Required

• None Required.

Education Required

• High School Diploma or GED

Years Of Experience

• Typically requires 2 years in customer service facing role.

Knowledge, Skills & Abilities Required

• Life support training courses may be required dependent on department discretion
• Excellent Customer service, communication (written and verbal) and interpersonal skills; ability to positively communicate with others under difficult circumstances
• Intermediate computer skills (prior Epic experience is a plus)
• Must be extremely accurate in a fast paced environment
• Ability to manage multiple demands and priorities
• Demonstrated ability to work as part of a team, independently and collaboratively

Physical Requirements And Working Conditions

• Ability to stand and walk throughout work area approximately 95% of the workday

Ability to withstand exposure to weather elements - both extreme cold and heat approximately 95% of the workday

Able to perform physical tasks such as lifting, standing, walking, pushing, pulling, and moving patients via wheelchairs, wayfinding, and/or escorting

Ability to tolerate minimal exposures of odors from auto emissions/gasoline

This job description indicates the general nature and level of work expected of the incumbent. It is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities required of the incumbent. Incumbent may be required to perform other related duties.