Patient Experience Concierge

2 weeks ago

Houston, United States The Woman's Hospital of Texas Full time

**Introduction**:
Are you passionate about the patient experience? At HCA Healthcare, we are committed to caring for patients with purpose and integrity. We care like family Jump-start your career as a Patient Experience Concierge today with The Woman's Hospital of Texas.

**Benefits**:
The Woman's Hospital of Texas, offers a total rewards package that supports the health, life, career and retirement of our colleagues. The available plans and programs include:

- Comprehensive medical coverage that covers many common services at no cost or for a low copay. Plans include prescription drug and behavioral health coverage as well as free telemedicine services and free AirMed medical transportation.
- Additional options for dental and vision benefits, life and disability coverage, flexible spending accounts, supplemental health protection plans (accident, critical illness, hospital indemnity), auto and home insurance, identity theft protection, legal counseling, long-term care coverage, moving assistance, pet insurance and more.
- Free counseling services and resources for emotional, physical and financial wellbeing
- 401(k) Plan with a 100% match on 3% to 9% of pay (based on years of service)
- Employee Stock Purchase Plan with 10% off HCA Healthcare stock
- Family support through fertility and family building benefits with Progyny and adoption assistance.
- Referral services for child, elder and pet care, home and auto repair, event planning and more
- Consumer discounts through Abenity and Consumer Discounts
- Retirement readiness, rollover assistance services and preferred banking partnerships
- Education assistance (tuition, student loan, certification support, dependent scholarships)
- Colleague recognition program
- Time Away From Work Program (paid time off, paid family leave, long
- and short-term disability coverage and leaves of absence)
- Employee Health Assistance Fund that offers free employee-only coverage to full-time and part-time colleagues based on income.

Learn more about Employee Benefits

**_ Note: Eligibility for benefits may vary by location._**

**Job Summary and Qualifications**:
As a Patient Experience Concierge, you will provide exceptional service to our patient population. You will be responsible for greeting and navigating patients and their guests in registration lobby. You’ll provide assistance to patients checking-in for services and expedite patient flow.

What you will do in this role:

- Welcome patient and family members in a professional manner. Contact the nursing staff for emergency medical needs and answer patient and visitor questions
- Model AIDET guidelines in all interactions with the patient and ensure staff are adhering to the patient experience expectations.
- Promotes and demonstrates excellent customer service
- Oversee the daily activities of the front desk and lobby areas including tidiness of the area
- Greet patients upon arrival, and navigate patient flow
- Assist with check in process; monitor patient registration tracker
- Perform lobby rounding to ensure patients are kept aware of their wait time expectations
- Perform lobby rounding to ensure lobby and waiting room area is clean, safe and comfortable for patients, family and visitors.
- Encourage and assist with patient enrollment in the Patient Portal
- Empowerment to make decisions on their own to help a customer; escalate appropriately
- Understands that our reputation is only as good as our customer’s last experience; ensure it is the best.
- Consistently provide patient flow updates to PTAC leadership
- Assist in resolving real-time patient concerns

What qualifications you will need:

- High school diploma or GED preferred
- Hospitality degree preferred
- Minimum 3 year’s patient access, hotel, restaurant, retail, or customer service experience required
- Previous Patient Access experience preferred

**Parallon** provides full-service revenue cycle management, or total patient account resolution, for HCA Healthcare. Our services include scheduling, registration, insurance verification, hospital billing, revenue integrity, collections, payment compliance, credentialing, health information management, customer service, payroll and physician billing. We also provide full-service revenue cycle management as well as targeted solutions, such as Medicaid Eligibility, for external clients across the country. Parallon has over 17,000 colleagues, and serves close to 1,000 hospitals and 3,000 physician practices, all making an impact on patients, providers and their communities.

HCA Healthcare has been recognized as one of the World’s Most Ethical Companies® by the Ethisphere Institute more than ten times. In recent years, HCA Healthcare spent an estimated $3.7 billion in cost for the delivery of charitable care, uninsured discounts, and other uncompensated expenses.

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"The great hospitals will always put the patient and the patient's family first, and the really great institutions will provide

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