ED Patient Concierge - Part Time

This is a part-time position working 11:00 AM–7:00 PM shifts, 8 hours per day (3 days per week, 24hr/wk). Coverage is needed Monday through Friday and will be split between two team members. The Patient Concierge serves as an additional resource for patients, guests and staff in the Emergency Department. They will assist patients and guests with both physical and emotional needs during their visit by monitoring the waiting area, supporting patients or guests by providing updates and comfort items, performing service recovery when needed, and doing tasks that allow clinical staff to focus on patient care.

Essential Function:

• Greet the patient and guests upon arrival as first point of contact with Emergency Department to create a positive first impression.

• Offer wheelchairs to patients with difficulty walking or experiencing symptoms causing them to be unsteady.

• Guide patients and support people (visitors) to registration desk.

• Guide support people (visitors) with patient to security to get checked in as visitors and receive visitor pass.

• Monitor patients in waiting area and alert nurse if patient’s condition is deteriorating.

• Round on patients and support people in lobby to offer comfort items and updates of the status of their visit.

• Monitor the waiting area and bathrooms for cleanliness.

• Assist clinical staff by performing tasks like stocking blanket warmer, ensuring wheelchairs are in lobby.

• Help clinical staff find patients in waiting area when ready to be taken back to triage or treatment areas.

• Assist with helping patients to triage or treatment areas if requested by nurse or if patient needs additional assistance walking.

Education:

• Required: High School Diploma or equivalent

• Preferred: Bachelors Degree

Experience:

• Required: 3 years customer service experience

• Preferred: 5 years customer service experience

License/Certification/Listing: