Patient Concierge DT

ABOUT NCH

NCH is an independent, locally governed non-profit delivering premier comprehensive care. Our healthcare system is comprised of two hospitals, an alliance of 700+ physicians, and medical facilities in dozens of locations throughout Southwest Florida that offer nationally recognized, quality health care.

NCH is transforming into an Advanced Community Healthcare System(TM) and we’re proud to: Provide higher acuity care and Centers of Excellence; Offer Graduate Medical Education and fellowships; Have endowed chairs; Conduct research and participate in national clinical trials; and partner with other health market leaders, like Hospital for Special Surgery, Encompass, and ProScan.

Join our mission to help everyone live a longer, happier, healthier life. We are committed to care and believe there's always more at NCH - for you and every person we serve together. Visit nchjobs.org to learn more.

JOB SUMMARY

The Patient Concierge position serves as a first impression customer service provider that is responsible for providing patients, visitors, volunteers, and staff members with a positive public image of the healthcare system. This individual will assist in increasing patient satisfaction and customer loyalty by providing specialized services. This position ensures that all individuals have a pleasant experience by maintaining the environment of the hospital lobby, facilitating non-medical patient services, and by offering system information to all that they encounter. This person will be responsible for the oversight of Concierge Assistant Volunteers and will work in collaboration with the Chairpersons assigned to the Emergency Room, Patient Enhancement, and Courtesy Cart programs. 

ESSENTIAL DUTIES AND RESPONSIBILITIES

– Other duties may be assigned.

· Is efficient with the Vendor Credentialing System. Assists vendors with the login process; informs new vendors of the credentialing process; verifies that vendors meet specific requirements.

· Explains discharge policy, patient survey, and post discharge call information to each discharged patient. Reports any negative comments to the Nurse Managers, Patient Relations, or appropriate personnel.

· Upon discharge, contacts Bedboard to provide patients name and room number to ensure a timely discharge.

· Serves as a liaison to identify resources for problem resolution occurring during the entry or exit process. Utilize chain of command for problem solving and conflict resolution.

· Works in collaboration with the Chairpersons assigned to the Emergency Room Concierge, Patient Enhancement, Courtesy Cart, Information Desk, and Admitting programs in order to promote efficiency and provide volunteer coverage.

· Provides support to management and departments to meet requirements in order to provide seamless service.

· Provides specialized concierge services to patients and visitors (coordinates services or provides information pertaining to travel accommodations; pet, music, or art therapy; local hotels or restaurants; notary and postal services; reading materials; and visitor computer access.

· Trains, assists with schedules, and provides orientation to the Concierge Assistant Volunteers; includes teen volunteers during the summer months.

· Coordinates information collection and distribution for the Public Relations department to ensure accurate referral to customers (collects and disposes of outdated internal media publications; distributes current internal media publications).

· Maintains up-to-date information on Collier County area services for providing immediate and accurate information when requested (hotels, taxi, restaurants, notary, postal services).

· Round on all floors and public areas daily to identify and address any observed areas or items that counter a world-class image (spills, overflowing trash cans, torn reading materials, dirty chairs and equipment).

· On a daily bases collect and deliver any Be Nice Comment Cards from the ballot boxes making sure there is a supply of cards and working pens for continual feedback. All cards left in the ballot boxes will be given to the appropriate department leader of the area(s) identified in the feedback.

· Communicates regularly with co-concierge to continually provide consistent and improved practices for improved customer experiences.

· Concierge will role model all appropriate actions and behaviors to their volunteer concierge assistants, including teens; redirecting and guiding when appropriate, reporting any challenges to the volunteer coordinator/director if/when appropriate.

· Maintains cleanliness of the lobby; communicates with Environmental Services regarding ongoing needs pertaining to main entrance. Observes outside facilities and reports issues to necessary personnel.

· Demonstrates a high level of professionalism in personal and professional relationships that enhances Service Excellence at the NCH Healthcare System; strives to increase patient satisfaction.

· Sanitizes and distributes wheelchairs to all hospital floors. Verifies that wheelchairs meet safety regulations; submits those in need of repair.

· Greets all incoming customers and provides destination services.

· Serves a host/guide for special healthcare events.

EDUCATION, EXPERIENCE AND QUALIFICATIONS

· Minimum of High School or GED required.

· Minimum of 1 year of experience in a similar role.

· Intermediate computer knowledge: Uses Microsoft Word, Excel, Outlook, and Windows.