What are the responsibilities and job description for the Patient Experience Concierge position at Adventist Health?
Located in the metropolitan area of Sacramento, the Adventist Health corporate headquarters have been based in Roseville, California, for more than 40 years. In 2019, we unveiled our WELL-certified campus - a rejuvenating place for associates systemwide to collaborate, innovate and connect.
Whether virtual or on campus, Adventist Health Roseville and shared service teams have access to enjoy a welcoming space designed to promote well-being and inspire your best work.
Job Summary:
Provides exceptional service to the Adventist Health patient population. Greets and navigates patients and their guests in registration lobby. Aids patients checking-in for services and expedites patient flow.
Job Requirements:
Education and Work Experience:
- High School Education/GED or equivalent: Preferred
- Associate’s/Technical Degree in hospitality or equivalent combination of education/related experience: Preferred
- Three years' patient access, hotel, restaurant, retail, or customer service experience: Preferred
- Previous Patient Access experience: Preferred
Essential Functions:
- Welcomes patients and family members in a professional manner. Follows AIDET guidelines in all interactions with the patient and ensures adherence to the patient experience expectations. Promotes and demonstrates excellent customer service.
- Oversees the daily activities of the front desk and lobby areas including tidiness of the area. Greets patients upon arrival, and navigates patient flow. Assists with check in process; monitors patient registration fast track tracker.
- Tracks length of time that a patient has been waiting and escalates those wait times to the appropriate leaders, allowing for the patient to be seen at their scheduled appointment time. Keeps the patient well informed of any potential delays while they are sitting in the lobby.
- Provides patient flow updates to patient access leadership. Assists in resolving real-time patient concerns.
- Anticipates the patient's and family members' needs and be empowered to address these needs in real-time where applicable.
- Performs other job-related duties as assigned.
Organizational Requirements:
Adventist Health is committed to the safety and wellbeing of our associates and patients. Therefore, we require that all associates receive all required vaccinations as a condition of employment and annually thereafter, where applicable. Medical and religious exemptions may apply.
Adventist Health participates in E-Verify. Visit https://adventisthealth.org/careers/everify/ for more information about E-Verify. By choosing to apply, you acknowledge that you have accessed and read the E-Verify Participation and Right to Work notices and understand the contents therein.