Welcome Services Concierge

Aurora Health Care; Milwaukee (WI); On-site; USD 31,000 - 42,000; Full time

Job summary

Aurora Health Care in Milwaukee is seeking a Patient Transport/Guest Services Associate to create positive first and last impressions and assist visitors throughout the facility.

You will greet guests, answer phones, and coordinate with departments. Proficiency with the Epic system and patient transport, plus strong customer service and teamwork, are essential for this role.

Qualifications

• High School Diploma or GED is required.
• Typically requires 2 years in a customer service facing role.
• Excellent customer service and communication skills.
• Intermediate computer skills; Epic experience is a plus.

Responsibilities

• Greet and assist guests at the facility, shaping first and last impressions.
• Provide friendly, professional guest service and quick responses.
• Answer phones and route calls to departments as requested.
• Use Epic for appointment lookups and transport requests.
• Communicate with departments and transport companies for patients.
• Assist in maintaining smooth traffic at facility entrances.
• Physically assist in transporting patients/visitors with wheelchairs.
• Screen symptoms of patients/visitors when required.

Skills

Customer service

Communication

Interpersonal skills

Teamwork

Multitasking

Attention to detail

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.