What are the responsibilities and job description for the Patient Concierge position at Conway Medical Center?
Position Summary:
The Patient Concierge (PC) may act as a resource liaison to provide exceptional customer service for full product selection and services offered at Conway Medical Center (CMC). The PC facilities positive patient experiences and is a key driver of patient satisfaction scores.
Qualifications:
Education:
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High school diploma required.
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Associate degree preferred.
Experience
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Three (3) years previous experience in a healthcare setting required, outpatient setting preferred.
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Prior experience working with patients, families, physicians, and other health care providers required.
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Prior experience in providing excellent customer service required.
Licensure/Certification/Registration
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None required.
Duties & Responsibilities:
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Greet all patients and their accompanying family members when applicable and provide exemplary customer service.
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Serve as an expert in customer’s insurance plans and offerings in order to maximize the patients’ health and wellness experience.
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Listen to patient and caregiver needs and to create memorable service experiences.
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Engage customers by proactively welcoming them to CMC, and will build relationships with customers, patients and caregivers by answering non-clinical questions.
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Provide individualized customer service based on unique customer needs and engage customers to identify opportunities to improve service and/or customer experience via in-person interactions or via technology solution(s).
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Assist customers by helping them navigate healthcare services and products, and through personalized conversation, try to determine the root cause for the customer's visit to CMC.
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Help customers navigate various programs, digital tools, and CMC classes and programs, and facilitate customer's engagement by assisting with intake forms, appointment questionnaires and entering data into various health portals. Promote CMC mobile apps (or featured 3rd party apps) and digital tools to interested customers and drive awareness of CMC website functionality.
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Assists customers with how to contact their health insurance provider (e.g. reviews insurance care with customer to identify the appropriate number for the customer to call).
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The PC does not provide medical advice or answer questions related to patient condition, treatment, or medications. The PC will help patients through the proper channels to get their medical questions answered.
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Work effectively and collaboratively with colleagues, physicians, department heads, and leadership members.
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Effectively utilize strong organizational skills with ability to take initiative.
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Consistently display effective verbal and written communication skills.
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Proficient use of Microsoft Outlook, Word, Excel, Explorer, and PowerPoint.
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Remain calm and professional in all situations, with the strong ability to show empathy and patience.
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Part of a centralized medical office and will complete any duties needed to help the office function for which the employee is competent.
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Will complete other duties as assigned.
