Concierge Agent

Overview:

The Concierge Agent serves as the welcoming point for patients, visitors, and employees. The role collaborates with the Patient Experience team and other departmental leaders to support patient and family needs. Responsibilities include contributing to initiatives that enhance the patient experience, streamline patient flow, improve clinical efficiency, reduce clinician burnout, and support overall operational effectiveness.
 

Essential Duties:

• Promotes and demonstrates excellent customer service.
• Contact the clinical team for emergency medical needs at the hospital’s front entrance and answer patient and visitor questions.
• Receives, screens, routes and/or responds to requests and/or needs of our customers, including but not limited to patients and visitors.
• Collect patient and customer concerns, escalate and all complaints and grievances to Patient Experience Manager andVP of Quality Standards & Safety.
• Consistently provide patient flow updates to the Patient Experience Manager and VP of Quality Standards and Safety.
• Inform and reinforce patients and their families about their Rights and Responsibilities.
• Complete and document daily rounding on inpatient units and outpatient departments.
• Provides comprehensive concierge support for inpatient and outpatient services, including VIP patient coordination, while reporting, managing, and resolving all complaints and concerns for Doctors Hospital Main.
• Assist in providing safe and private areas for patient and family meetings with physicians and clinical staff to determine best plan of care.
• Establishes good relationships with internal and external stakeholders.
• Coordinates transport assistance for patients as requested or necessary.
• Completes discharge call backs (Emergency room, Operating Room and Inpatient discharges) to ensure a safe return home, identify concerns and patient understanding of discharge plans and additional needs/requirements.
• Assist in coordinating family visits to the inpatient units in accordance with hospital visitation protocols.

Qualifications and Experience:

• High School Diploma required.
• Minimum 2 years’ experience in the areas of: Hospitality, Healthcare or Retail.
• Previous Customer Concierge experience is highly preferred.
• Highly skilled in utilizing Microsoft Office and an iPad and/or tablet.