Welcome Services Concierge

Aurora Health Care; Oshkosh (WI); On-site; USD 2,066,000 - 2,755,000; Full time

Job summary

Aurora Health Care in Oshkosh, WI is seeking a Guest Services Associate to manage front-desk impressions and assist with patient and visitor transport. You will greet visitors, answer calls, and coordinate with departments using the Epic system to ensure timely transport and scheduling.

The role emphasizes excellent customer service, clear communication, and the ability to work in a fast-paced hospital environment while maintaining patient privacy and safety.

Qualifications

• High School Diploma or GED required.
• Typically requires 2 years in a customer service facing role.
• Excellent customer service, communication and interpersonal skills; ability to communicate under difficult circumstances.
• Intermediate computer skills; prior Epic experience is a plus.

Responsibilities

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

Skills

Customer service

Communication

Interpersonal skills

Multitasking

Teamwork

Epic experience

Education

High School Diploma or GED

Tools

Epic

Job description

• 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

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.