Emergency Department Concierge
- Norfolk, VA
- Children's Hospital of The King's Daughters - Main Hospital
- Patient Experience Services
- Full -time - Evenings/Nights - Weekends
- 37034
Summary
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GENERAL SUMMARY
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The Emergency Department Concierge assists in creating a patient centered Emergency Department experience by triaging and managing the non-medical needs of patients/families and visitors, which otherwise decrease clinical productivity and capacity. Reports to the Patient Relations Manager/Director.
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ESSENTIAL DUTIES AND RESPONSIBILITIES
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Greets guests and visitors, answers guest inquiries and directs phone calls.
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Maintains the appearance and cleanliness of reception area.
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Obtains and assists patients with forms and consents as required.
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Coordinates with clinical teams to move patients efficiently through appointments.
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Communicates estimated wait-times during periods of high volume.
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Engages with patients frequently to make them feel at home, noticed and represented.
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Provides 1:1 rounding with patients, staff, and waiting room to ensure patients stay informed and relationships are built between staff and patients.
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Anticipates guest’s needs in order to accommodate them and provide an exceptional guest experience.
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Retrieves comfort items for patients and visitors.
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Effectively communicates processes and manages patient/family expectations.
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Appropriately escalates patient/family concerns.
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Assists staff in gaining awareness of patient’s perceptions of the hospital experience.
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Performs other duties as assigned.
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LICENSES AND/OR CERTIFICATIONS
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None required.
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MINIMUM EDUCATION AND EXPERIENCE REQUIREMENTS
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High School Diploma or equivalent required.
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Prior experience in healthcare environment, customer service or service recovery preferred.
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Knowledge of medical terminology preferred.
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Positive phone demeanor and superior written and verbal communication skills are essential.
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Competent working with Microsoft Office suite, including Word, Outlook and Excel.
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Must have organizational skills to be able to prioritize complete multiple and competing tasks.
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Excellent interpersonal skills necessary in order to communicate effectively with patients, families and staff.
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WORKING CONDITIONS
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Normal office environment with little exposure to excessive noise, dust, temperature and the like. Frequent exposure to communicable disease and moderately adverse working conditions due to performance of certain patient care activities.
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PHYSICAL REQUIREMENTS
