Patient Concierge

3 weeks ago

Los Angeles, United States Cedars-Sinai Full time
Job Description

Cedars-Sinai International is a reflection of our organization's most fundamental values and mission, to be a blessing for those in need. Global growth is a natural development for Cedars-Sinai, which was founded to serve the needs of the community. That community is now truly global, and so are we. Through our Global Services platform, we partner with governments and private healthcare organizations to provide consulting services, develop global affiliations, and academic and strategic collaborations all with the purpose of bringing world-class care closer to our patients and their families. We offer an outstanding benefits' package that includes a 403(B), healthcare and generous paid time off. Join us Discover why U.S. News & World Report has named us one of America's Best Hospitals

What you will be doing:

The Patient Concierge serves as an essential member of CS International care team, working to facilitate customer service needs of the international patient and family population. You will ensure an efficient process and promote high levels of patient and customer satisfaction. Provide international patients and families with assistance in accessing non-medical resources within the medical center and the community. Responsible for effectively analyzing patient and family needs and organizing, assembling and arranging resources to address inquiries.

Handles all customer interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Resolves customer complaints. Assists customers in all inquiries in connection with services provided, hours of operations, key CSI personnel, directions, etc. Responds to all customer requests in an accurate and timely manner. Responds to patients' needs in a positive and professional manner by exhibiting good personal relationships and communication skills. Administers patient and family survey.

Prepares and mail welcome packets (provides information about Cedars-Sinai, Los Angeles, community, tours, restaurants, grocery stores, attraction sites, recreation and activities, etc.) to all patients.

Triage incoming inquiries, providing patient lounge and telephone coverage. Meets and greets patients and their families. Tracks daily lounge visitor log, concierge services provided, and parking validations provided.

Performs concierge services i.e., hotel accommodations, arranges for transportation, prepares documents for VISA extensions, and other related services.

Maintains a clean and organized lounge, including coffee service. Orders and restocks lounge supplies, keeps track of lounge amenities and when they need to be ordered. Puts in work orders as needed for the lounge and follows up on work order requests. Processes check requests and purchase requisitions for vendors as needed.

Manages the collaborative spaces in the lounge (prayer room/conference rooms, lobbies) to ensure coordinated use and optimum efficiency and customer service.

Assists with developing a network of contacts and resources that can provide assistance in accommodating the diverse requests of CSI and VIP customers.

Maintains patient confidentiality and privacy in accordance with Cedars-Sinai policy, and HIPAA regulations by accessing patient information only to the extent necessary to fulfill assigned duties. Keeps all patient information private, confidential and secure. Properly secures, stores and discards all lists, reports, files and documents.

Coordinates and collaborates cross-functionally to ensure patients' language access service (interpreter services), meal and dietary needs, and ensures that religious accommodations are satisfactory.

Establishes effective working relationships with cross-functional teams.

Cultivates and maintains strong customer relationships and rapport with partners and/or client groups.

Ensures practices and procedures are inclusive of interpersonal and cultural diversity.

Identifies and responds appropriately to both internal and external customer needs using available resources.

Qualifications

Requirements:
  • High School Diploma/GED required. Bachelor's degree in healthcare administration, hospitality management or another related major preferred.
  • Minimum 3 years of experience providing high level customer service/hospitality, addressing and resolving complex issues.
  • Fluent in Arabic.
Why work here?

Beyond outstanding employee benefits including health and dental insurance, paid vacation, and a 403(b) we take pride in hiring the best employees. Our accomplished staff reflects the culturally and ethnically diverse community we serve. They are proof of our commitment to creating a dynamic, inclusive environment that fuels innovation.

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