Emergency Department Concierge - FMC

Overview

The Emergency Department Patient Concierge works closely with the Emergency Department staff, Patient Experience team and other support services to provide patient and other customers stewardship services through wayfinding, maintaining a clean and welcoming environment, answering and / or finding answers to patient questions, communicating hospital policies and procedures, and serving as a n advocate for both the organization and the community through NAH Emergency Services.

Responsibilities

Customer Relations

• Greet patients and visitors upon entry to the Emergency Department.
• Provide wayfinding services for patients or visitors needing transport to other departments.
• Provide quality customer service by providing one-on-one attention to detail for customer
• Demonstrates professionalism and empathy in a sensitive environment.
• Interacts hospitably, cheerfully, and supportively with staff, patients, visitors and work colleagues.
• Takes initiative in rendering services or responding to needs.
• Conducts regular rounding of public waiting area checking on visitor comfort, and offering assistance when needed.

Administrative

• Able to use and understand the computer and the various computer office equipment.
• Maintains established hospital departmental policies and procedures, quality improvement programs, safety, environmental and infection control standards.
• Maintains equipment within the work area. Ensures adequate supplies are ordered within budgetary guidelines.
• Maintains high standards; works steadily at efficient pace.
• Actively cares for presentation of lobby areas. Keeps areas neat and tidy. Engages environmental services assistance as appropriate.

Compliance / Safety

Responsible for reporting any safety-related incident in a timely fashion through the Midas / RDE tool; attends all safety-related training programs;

performs work in a safe manner; monitors work environment for possible safety issues and ensures others are also performing work in a safe manner.

• Completes all company mandatory modules and required job specific training in the specified time frame.
• If required for the position, ensures all certifications and / or licenses are up-to-date and valid prior to expiration dates.
• Responsible for maintaining up-to-date knowledge of cyber security trends, developments, best practices and regulatory changes.

Qualifications

Education

High school diploma or GED - Required

Certification & Licensures

BLS - Required

Experience

Customer Service experience - Required

Healthcare experience - Preferred

Healthcare is a rapidly changing environment and technology is integrated into almost all aspects of patient care. Computers and other electronic devices are utilized across the organization and throughout each department.

Colleagues must have an understanding of computers, and competence in using computers and basic software programs.