Patient Experience Concierge at St. Elizabeth Youngstown Hospital
Job Summary:
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
Many of our opportunities reward* your hard work with:Comprehensive, affordable medical, dental and vision plans
Prescription drug coverage
Flexible spending accounts
Life insurance w/AD&D
Employer contributions to retirement savings plan when eligible
Paid time off
Educational Assistance
And much more
*Benefits offerings vary according to employment status
All applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health – Youngstown, Ohio or Bon Secours – Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employers, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com