Patient Experience Coordinator

6 days ago

Lexington, Kentucky, United States Carilion Clinic Full time
About the Role:

This is a dynamic opportunity to join the Carilion Clinic team as a Guest Services Representative. As a key member of our team, you will play a vital role in ensuring a seamless and welcoming experience for our patients, guests, and staff.

Key Responsibilities:
  • Patient Flow Management: Manage patient flow from point of entry to service area, ensuring a smooth and efficient experience.
  • Registration and Check-in: Direct and check in patients with the Patient Access department using various programs, including Epic, Spark, and Teletracking.
  • Business Services: Provide business and concierge-type services for patients, guests, and staff, such as Notary assistance, lost and found management, and mail and package delivery.
  • Customer Service: De-escalate situations with displeased patients or guests, working closely with Patient Advocacy and Security to resolve issues.
  • Facility Tours: Conduct facility tours for area students, future staff, and expecting OB parents, coordinating with authorized department managers and scheduling tour dates and times.
  • Transportation Coordination: Verify, direct, and plan shuttle transportation for incoming patients via Epic, Web Exchange, and Shuttle Tracker programs.
Requirements:

Education: High school diploma or GED required.

Experience: Two years related experience in customer service.

Other Minimum Qualifications: Excellent interpersonal skills, hospitable personality, calmness, tact, diplomacy, and professionalism in handling all situations. Neat appearance, hospital experience recommended, basic typing skills required. Ability to use computer terminal to access information, proficient in office equipment, and ability to perform all functions of this position within 90 days with minimal supervision.

About Carilion Clinic:

Carilion Clinic is a not-for-profit, mission-driven health system built on progress and partnerships. We are a courageous team that is always learning, never discouraged, and forever curious. Our organization is headquartered in Roanoke, Va., and we are proud to offer a robust system of award-winning hospitals, Level 1 and 3 trauma centers, Level 3 NICU, Institute of Orthopedics and Neurosciences, multi-specialty physician practices, and The Virginia Tech Carilion School of Medicine and Research Institute.

We are committed to making a difference in the lives of our patients, guests, and staff. If you are a motivated and customer-focused individual who is passionate about delivering exceptional patient experience, we encourage you to apply for this exciting opportunity.

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