Patient Experience Concierge - Emergency Department (ED) - Springfield Regional Medical Center

Patient Experience Concierge

The Patient Experience Concierge serves as a liaison between patient, family, hospital staff, and physicians to ensure a favorable patient experience in the areas of patient and family comfort, information-sharing from hospital and clinical staff, hospital staff responsiveness to patient or family inquiries or concerns, and assisting clinical staff in ensuring patient and family understanding of their role and responsibilities to support timely patient discharge.

Education

HS Diploma/GED (required)

Minimum Qualifications:

1. Minimum of 2 years hospital experience (preferred)

2. Minimum of 2 years successful work experience in face-to-face customer service role (preferred)

3. Ability to assess at an intermediate level for customer service and communications skills, and demonstrate sincere compassion, empathy, and understanding of the patient's or family member's experience and concerns

Other Knowledge/Skills/Abilities

Required:

1. Leadership Development module or completion within one year

2. Computer literacy (charts, emails, and other documents needed in work)

3. Proficient with basic computer skills including word and excel

4. Must possess strong communications and customer service skills and the ability to defuse situations and generate positive patient and family member response

5. Must possess healthcare knowledge to communicate with medical professionals

6. Must complete 12 hours of continuing education in customer service

7. Possesses sound verbal and written communication skills and tactfully addresses issues at hand clearly, concisely and accurately

Mercy Health is an equal opportunity employer.

As a Mercy Health associate, you're part of a mission that matters. We support your well-being – personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way.

What we offer:

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support

Benefits may vary based on the market and employment status.

Department:
Emergency Department - Springfield