Concierge Coordinator

Concierge Coordinator

Location: Coldwater, MI

POSITION SUMMARY

The Patient Concierge Coordinator serves as a welcoming and supportive resource for patients, families, and visitors throughout their healthcare experience. 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 patient satisfaction by delivering exceptional customer service and promoting a positive, compassionate environment.

Duties and Responsibilities:

• Scheduling patients 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 EDUCATION, SKILLS AND ABILITIES:

• High School Diploma required
• 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
• Excellent verbal and written communication skills
• Strong interpersonal skills with the ability to interact effectively with diverse populations
• Ability to handle sensitive situations with professionalism and discretion