Patient Experience & Guest Services Concierge

Position Summary The Patient Experience & Guest Services Concierge supports the daily operations of the Patient Experience & Guest Services Department by greeting patients and families arriving to the hospital. The Concierge works with Patient Access Services to ensure a seamless admitting process. The Concierge supports the daily patient rounding program, addresses complaints in real time and ensures that clear communication exists between staff and patients/families. Job Duties & Essential Functions Maintain a presence in the front lobby, greeting patients, answering questions and assisting visitors with navigation. Continuously monitor patient census and tracking software to aid in navigation, stay up to date with visitor restrictions, etc. Understanding of the Emergency Department patient flow process to support Guest Services staff as needed. Understanding of the hospital complaint and grievance process, addressing any issues in real time and reporting up to a manager any issues that cannot be resolved immediately; knowledge and use of SBSafe Patient Safety Reporting and Patient Feedback modules. Supports the Patient Experience Department through inpatient and Emergency Department rounding, as needed; utilize the iRounds program to collect rounding data, as needed. Assist the Employee Engagement Committee in planning and coordinating patient experience and employee engagement events. Required Experience And Qualifications Strong interpersonal, communication, and multitasking skills. Must be computer literate. Attention to detail and accuracy. Excellent organizational skills. Ability to work in highly stressful situations. Innovative and critical thinking skills. Preferred Qualifications Minimum of two (2) years’ experience in Healthcare, Revenue Cycle, and/or Business Office. Minimum of two (2) years’ experience in customer service related field. Associate’s degree in Healthcare or Business-related field. Physical Demands Standing and walking 75% of the time. Excellent auditory and visual acuity. Ability to assist in the transfer of patients in and out of wheelchairs and able to push wheelchairs, if applicable. Travel As part of employment at Southampton Hospital, there may be occasions when travel to other locations is needed to support operational needs. Special Notes Stony Brook Medicine is a smoke free environment. Smoking is strictly prohibited anywhere on campus, including parking lots and outdoor areas on the premises. All Hospital positions may be subject to changes in pass days and shifts as necessary. This position may require the wearing of respiratory protection, which may prohibit the wearing of facial hair. This function/position may be designated as “essential.” This means that when the Hospital is faced with an institutional emergency, employees in such positions may be required to remain at their work location or to report to work to protect, recover, and continue operations at Stony Brook Medicine, Stony Brook University Hospital and related facilities. Anticipated Pay Range The starting salary range (or hiring range) for this position has been established based on relevant experience. The above salary range (or hiring range) represents SBSH’s good faith and reasonable estimate of the range of possible compensation at the time of posting. Your total compensation goes beyond the number in your paycheck! Pre-employment Requirements Successfully complete pre-employment physical examination and obtain medical clearance from Stony Brook Southampton Hospital’s Employee Health Services. Complete electronic reference check with a minimum of three (3) professional references. Successfully complete a 4 panel drug screen. Meet Regulatory Requirements for pre-employment screenings. Provide a copy of any required New York State license(s)/certificate(s). Failure to comply with any of the above requirements could result in a delayed start date and/or revocation of the employment offer. The hiring department will be responsible for any fee incurred for examination. EEO Statement Stony Brook Medicine is committed to excellence in diversity and the creation of an inclusive learning and working environment. All qualified applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, pregnancy, familial status, sexual orientation, gender identity or expression, age, disability, genetic information, veteran status and all other protected classes under federal or state laws. #J-18808-Ljbffr Stony Brook Southampton Hospital