Patient Concierge

Position Summary

The Patient Concierge is responsible for providing guidance to patients, helping manage their experience by answering questions, coordinating care, liaising between staff/families, and ensuring comfort and clear communication for a smooth, supportive experience, focusing on administrative tasks and support so clinical staff may remain focused on patient care and health.

• Greet patients
• Answer inquiries, offer emotional reassurance, make them feel valued and supported
• Understand the layout of the Ashley campus and advise patients of the proper location of staff members and services (room numbers/building locations, offices, building amenities)
• Understand the schedules for the patient community
• Respond to patient emergencies and communicate emergency codes across campus

• Locate and reference scheduled patient appointments
• Communicate the time and location of programming to the patient community
• Communicate patient schedule changes as needed
• Reference the transportation schedule and ensure patients are aware of transportation arrangements for discharges, appointments, etc.

• Act as a bridge between patients, families, providers, and other departments, relaying information accurately
• Maintain awareness of current and future patient-related activities on campus
• Use available communication methods to promptly reach staff on the behalf of patients (phone, email, Teams, etc.)

• Navigate electronic health records to find necessary information for individual patients
• Take messages from staff and external callers and relay the messages to the appropriate parties
• Verify Releases of Information on file as needed
• Distribute mail, schedules, and pertinent messages directly to the patient community
• Collaborate with Facilities and PSA staff to ensure packages delivered to campus are logged and distributed to patients.

• Address special requests (diet, religious needs) and enhance the patient's environment (books, blankets, etc.).
• Perform other related duties as assigned to support departmental and organizational goals

• Communication:
  Excellent verbal and written skills to explain complex info clearly.
• Empathy & Patience:
  Compassionate, understanding, and calm under pressure.
• Organization:
  Strong administrative and multitasking abilities.
• Problem-Solving:
  Identifying and resolving patient issues efficiently.