Part-Time Front Desk Concierge

Division/Department: Operations

Job Title: Concierge

Reports to: VP of Operations

Type of position: Part-Time

General Description
The Concierge has primary responsibility for the overall effective, friendly, and efficient functioning of the daily operations in the center lobby/reception area. The Concierge also provides care, guidance, and direction to patients and families as they enter the building, check in for their appointments, and require non-medical assistance of any type. The Concierge participates in continual improvement initiatives with the ultimate goal of exceptional patient satisfaction.

Responsibilities

• Serves as initial physical point of contact, which includes greeting and giving direction to patients, visitors and vendors. May physically accompany them to requested area.
• Receive patient and family members at check-in for consult, weekly management, follow up visits and radiation treatment appointments and verify that they have been queued correctly.
• Distributes lab orders and visitor badges
• Collect and update patient information on a continual basis, including demographics, insurance and releases
• Coordinate patient/family needs for location of services within center and/or other facilities
• Take patient photos and make badges, as well as import patient information into Mosaiq
• Scan initial documents (HIPAA, insurance, ID), releases and medical records into Mosaiq
• Gather and copy paperwork needed for patient follow-up appointments
• Respond to and help resolve customer (patient/family/clinical staff, vendors, visitors) concerns as they relate to areas of center reception.
• Sort and distribute mail
• Order departmental supplies according to the Oklahoma Proton Center’s policies and procedures.
• Replenish beverage bar daily and order supplies as needed
• Prepare New Patient Orientation invitations and folders, welcome kits for initial consults and materials needed for graduation luncheon and Advocacy Council dinners
• Maintain weekly graduation list and assign coin numbers
• Help plan and participate in patient activities and events on a weekly/monthly/quarterly basis, including weekly graduation luncheon on Wednesdays, New Patient Orientation on Thursday, Dine Arounds, Advocacy Council dinners and special events as they arise
• Complete many special projects as assigned
• Encourage patients to sign-up & participate in activities & events and coordinate sign-up sheets & reminders
• Design and distribute flyers for special events and activities
• Input information into the computer such as survey results, van logs, RSVPs, IMS, etc.
• Pull data from IMS for special reports
• Using computer registration system, assist patients with filing of required electronic documentation
• Responsible for receiving and directing incoming phone calls in a positive, friendly and efficient manner.
• Make pre and post appointment phone calls to patients who have consults at the center.
• Assist with patient check out and scheduling follow up appointments
• Prints next day face sheets and daily master at end of day and prepares what is needed for each patient
• Responsible for opening and locking lobby doors

Work experience requirements

• Associate’s degree or equivalent work experience comprising of 3-5 years work experience related to customer service.
• Experience working in radiation oncology a plus

Required skills and abilities

• Ability to multi-task, prioritize and work independently.
• Excellent organizational skills.
• Superior interpersonal skills.
• Strong team player
• Requires knowledge of Microsoft Office products including Word, Excel and Outlook.
• Ability to be extremely flexible in a constantly changing, dynamic environment.
• Ability to take charge in stressful situations with patients and their families, using skills such as understanding, empathy, communication and compassion
• Ability to handle interaction / support of high volume of patients while retaining a very positive and calm demeanor

Competencies

• Attendance/Punctuality
• Excellent Interpersonal Skills
• Strong Communication Skills
• Ability to develop Organizational Relationships
• Organization, Attention to Detail & Time Usage
• Competence, Dependability, Thoroughness
• Adept at understanding and empathizing with others.
• Effective in resolving conflicts and building consensus.

Education/degree

• Associate’s degree or equivalent work experiencecomprising of 3-5 years work experience related to customer service.

Working Environment
Majority of work is done at a desk with opportunities to be up and interacting with patients and their families. There is exposure to a wide variety of people with different personalities and abilities.

Physical Demands
Special events would require walking, standing, bending and carrying items weighing up to 25 pounds. [Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions].

REASONABLE ACCOMMODATIONS

It is The Oklahoma Proton Center (TOPC) business philosophy and practice to provide reasonable accommodations, according to applicable state and federal laws to all qualified individuals with physical or mental disabilities.

I understand by signing below that this Job Description is not intended to be and does not constitute a contract of employment. Instead, I understand that this document is intended to provide a set of guidelines for my position. I also understand that I may be asked to perform other duties not listed in this job description

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Print Name

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Signature Date

Job Type: Part-time

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Flexible spending account
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Work Location: In person