Welcome Services Concierge

Aurora Health Care; Milwaukee (WI); On-site; USD 21,000 - 28,000; Full time

Job summary

Aurora Health Care in Milwaukee is seeking a patient-facing Guest Services Associate to manage first impressions and provide efficient, friendly service across hospital departments.

The role requires strong communication, the ability to work under pressure, and proficiency with Epic for scheduling and transport requests. A High School Diploma or GED is required, with about two years of customer service experience preferred.

Qualifications

• High School Diploma or GED is required.
• Typically requires 2 years in a customer service facing role.
• Life support training may be required depending on department discretion.
• Excellent customer service, written and verbal communication, and interpersonal skills are essential.
• Intermediate computer skills; Epic experience is a plus.
• Must be accurate in a fast-paced environment.
• Ability to manage multiple demands and priorities.
• Demonstrated ability to work as part of a team and independently.

Responsibilities

• Manage the first and last impressions of the facility.
• Greet and acknowledge all in a friendly, professional manner and provide quick, responsive guest service.
• Answer telephone and make calls to departments, units, and outside organizations as requested.
• Use the Epic system for appointment and patient look-up, transportation requests input.
• Communicate with departments and transport companies on behalf of patients/visitors.
• Partner with hospital staff to ensure smooth operations.
• Address patient/visitor concerns, initiate recovery steps for service failures, and manage conflicts.
• Assist in maintaining smooth traffic flow at facility entrances.
• Physically assist in transporting patients/visitors via wheelchairs and escorts.
• Assist patients in/out of vehicles as required.
• Perform symptom screening of patients/visitors entering the facility when needed.

Skills

Excellent customer service

Communication skills

Interpersonal skills

Multitasking

Teamwork

Computer skills

Education

High School Diploma or GED

Tools

Epic system

Job description

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.