What are the responsibilities and job description for the Patient Concierge Coordinator position at Insight?
WE ARE INSIGHT
At Insight Hospital and Medical Center- Chicago, we believe there is a better way to provide quality healthcare while achieving health equity. Our Chicago location looks forward to working closely with our neighbors and residents, to build a full-service community hospital in the Bronzeville area of Chicago; creating a comprehensive plan to increase services and meet community needs. With a growing team that is dedicated to delivering world-class service to everyone we meet, it is our mission to deliver the most compassionate, loving, expert, and impactful care in the world to our patients. Be a part of the Insight Chicago team that provides PATIENT CARE SECOND TO NONE! If you would like to be a part of our future team, please apply now!
General Summary:
The Patient Concierge Coordinator serves as a welcoming and supportive resource for patients, families, and visitors throughout their healthcare experience here at Insight Hospital.
This role is responsible for addressing non-clinical concerns, facilitating communication between patients and hospital departments, and ensuring that patient needs are resolved promptly and professionally.
The Patient Concierge Coordinator plays a key role in enhancing our patient’s satisfaction by delivering exceptional customer service and promoting a positive, compassionate environment.
The concierge coordinator is responsible for providing outstanding customer service to patients and visitors of the hospital. This includes connecting patients to resources, scheduling appointments, providing patients comfort, whether that's an extra blanket or listening ear.
These duties are to be performed in a highly confidential manner, following the mission, values, and behaviors of Insight Hospital and Medical Center. Employees are further expected to provide a high quality of care, service, and kindness toward all patients, staff, physicians, volunteers, and guests.
Job Duties & Responsibilities:
- Scheduling patient appointments with primary care and specialist physicians.
- Greeting and welcoming patients with a smile and ensuring patient care satisfaction is at 99%.
- Comforting patients by anticipating patients’ anxieties, answering patients’ questions.
- Protecting patients' rights by maintaining confidentiality of personal and financial information, HIPAA compliancy.
- Extending excellent patient care to ensure patient comfort and satisfaction.
- Respond to patient and family concerns and coordinate with appropriate departments to facilitate timely resolution.
- Round on patients and families to proactively identify needs and service opportunities.
- Assist with wayfinding, appointment coordination, and navigation of hospital Services.
- Support the management of patient compliments, complaints, and grievances in accordance with organizational policies.
- Document interactions and maintain accurate records in designated tracking systems.
- Collaborate with nursing, ancillary departments, security, environmental services, and other teams to address concerns.
- Participate in departmental meetings, training, and patient experience initiatives.
JOB SPECIFICATIONS:
REQUIRED KNOWLEDGE, PERFORMANCE AND ABILITIES:
- High School Diploma required
Performance Expectations
- Maintains a patient-centered approach in all interactions.
- Responds to concerns promptly and effectively.
- Demonstrates a commitment to the organization’s mission, vision, and values
- Adheres to all regulatory, privacy, and safety requirements.
Abilities:
- Excellent verbal and written communication skills.
- Excellent customer service.
- Strong interpersonal skills with the ability to interact effectively with
- diverse populations.
- Ability to handle sensitive situations with professionalism and discretion.
- Must be able to SMILE.
Disclaimer:
The statements herein are intended to describe the general nature and level of work being performed by employees, and are not to be construed as an exhaustive list of functions, tasks, duties, responsibilities and requirements of employees so classified. Furthermore, they do not establish a contract for employment and are subject to change at the discretion of Insight Hospital and Medical Center.
Insight Employees are required to be vaccinated for COVID-19 as a condition of employment, subject to accommodation for medical or sincerely held religious beliefs.
Insight is an equal opportunity employer and values workplace diversity!