What are the responsibilities and job description for the Emergency Department Patient Concierge Temporary Part-Time Stamford position at Best Upon Request?
Title: Emergency Department Patient Concierge
Reports to: Director, Client Services
FLSA Status: Non-exempt
Great Place to Work-Certified six years in a row, Best Upon Request Corporate, Inc. (BEST) is a growing, values-based company that creates life-enriching experiences for our clients and customers, team members, and community. BEST has partnered with Stamford Health, one of the premier destinations to receive care in Connecticut, to deliver concierge services to Emergency Department patients, families, and guests. As a Planetree certified hospital, and one of only two health systems in Connecticut to earn the Great Place to Work certification, Stamford Health believes all employees and contractors are caregivers, dedicated to person-centered care.
Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. Our concierge programs improve organizational culture by decreasing stress for employees and managing the non-clinical needs of patients.
BEST knows that its greatest asset is our people. This is why our BEST team can expect comprehensive total rewards that focus on well-being. We also work to create a high-trust, highly collaborative environment where each team member can thrive. Working within Stamford Health’s Emergency Department, our BEST team members can expect a compassionate environment focused on delivering excellent care to those who visit.
This Temporary Part-Time position will be scheduled 24 hours per week, Mondays, Tuesdays and Thursdays from 12:30 to 9pm EST until early May 2025. After temporary assignment has ended, On-Call status is available.
Position Summary/Objective:
This position supports the Emergency Department (ED) patients of Stamford Hospital by focusing on improving the experience during their stay. As a preferred provider of Stamford Health, BEST’s Patient Concierge’s main objective is to compassionately care for patients and deliver excellent customer service.
Accountable for:
This role description is not intended to include all possible accountabilities. All team members of Best Upon Request may be required to perform duties other than those listed in a role description.
Reports to: Director, Client Services
FLSA Status: Non-exempt
Great Place to Work-Certified six years in a row, Best Upon Request Corporate, Inc. (BEST) is a growing, values-based company that creates life-enriching experiences for our clients and customers, team members, and community. BEST has partnered with Stamford Health, one of the premier destinations to receive care in Connecticut, to deliver concierge services to Emergency Department patients, families, and guests. As a Planetree certified hospital, and one of only two health systems in Connecticut to earn the Great Place to Work certification, Stamford Health believes all employees and contractors are caregivers, dedicated to person-centered care.
Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. Our concierge programs improve organizational culture by decreasing stress for employees and managing the non-clinical needs of patients.
BEST knows that its greatest asset is our people. This is why our BEST team can expect comprehensive total rewards that focus on well-being. We also work to create a high-trust, highly collaborative environment where each team member can thrive. Working within Stamford Health’s Emergency Department, our BEST team members can expect a compassionate environment focused on delivering excellent care to those who visit.
This Temporary Part-Time position will be scheduled 24 hours per week, Mondays, Tuesdays and Thursdays from 12:30 to 9pm EST until early May 2025. After temporary assignment has ended, On-Call status is available.
Position Summary/Objective:
This position supports the Emergency Department (ED) patients of Stamford Hospital by focusing on improving the experience during their stay. As a preferred provider of Stamford Health, BEST’s Patient Concierge’s main objective is to compassionately care for patients and deliver excellent customer service.
Accountable for:
- Supporting patients, families, and staff by providing comfort, empathy, and resources to enhance overall ED experience.
- Rounding on patients throughout the ED while waiting to be seen, already being triaged (mid-treatment), and/or waiting to be admitted to the hospital.
- Facilitating communications between caregivers and ED guests when appropriate.
- Continually providing patients and guests with updated information regarding their current status with the ED from registration to discharge or hospital admission.
- Providing non-clinical services including care and comfort touches (e.g., offering warm blankets and pillows) and providing advocacy by tapping into existing Stamford Health resources (e.g., phone charger access, social work team members, chaplain access, etc.).
- Accurately capturing service activity within BEST’s service management platform.
- Living out BEST’s core values at work: being trustworthy, compassionate, resourceful, focusing on results and creating value.
- At least one year experience (with three to five years being preferred) in a fast-paced customer service environment.
- Previous patient care experience strongly preferred.
- Servant hearted, compassionate, respectful, empathetic, approachable, personable, and humble.
- Stress tolerant; ability to be exposed to high stress, emotional situations.
- Transparent, authentic, positive, values-driven, and an excellent listener.
- Passionate about supporting people.
- Excellent verbal and written communication skills.
- Creative, curious, and solutions-minded.
- Must have high level of interpersonal skills to handle dynamic customer situations; demonstrated poise, tact, and professionalism.
- Proficient in Microsoft Office, primarily Outlook, Word, and Excel.
- Proficient with point-of-sale technology platforms with a strength in data entry accuracy.
- Detail oriented and committed to accuracy.
- Ability to manage multiple service requests, respond effectively and deliver on time.
- Ability to pass a background check and drug screen.
This role description is not intended to include all possible accountabilities. All team members of Best Upon Request may be required to perform duties other than those listed in a role description.
