Concierge Coordinator

GENERAL SUMMARY:

The concierge coordinator will develop relationships and processes to support patients, families, business customers and other designated populations requiring high touch services. Maintains constructive lines of communication between these designated populations, Administration and HFHS physicians in a busy environment. Assists designated patient groups with, but not limited to, appointment scheduling, registration, insurance inquiries and coverage, HFHS navigation and knowledge about clinical Centers of Excellence. Actively contributing to an organizational culture committed to the highest degree of service excellence to all customer groups. The position will have matrix lines of responsibility.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

1. Provides World Class Service Excellence

• Warm patient greeting and closing (AIDET)
• Ability to schedule in primary care and specialty services
• Service recovery (HEART) * Adheres to Chief First Impressions Officers (CFIO) standards
• Knowledgeable about insurance coverages and authorization processes
• Ability to navigate HFHS resources, points of contact and business unit policies & preferences.
• 2. Works with leadership to develop pathways of clear communication between physicians/nursing staff and friends/family/members.

3. Facilitates and operationalizes processes designed to foster barrier free access to appointments and service for specific patient groups

4. Initiates contact and maintains relationships with designated patients. This includes, but is not limited to, assisting prior to scheduling appointments, directions, accommodations i.e., hotel or guest apartments, and way-finding throughout the HFHS.

5. Creates a daily environment that fosters a welcome feeling to patients and their families.

6. Communicate information back to the appropriate areas of responsibility regarding patient and/or physician feedback.

7. Maintain a working knowledge of information and lines of communication between HFHS and physicians.

8. Assist designated patient groups in navigation and access to HFHS physicians, sites and services.

9. Communicates with internal and external physicians, patients, employees and other customers regarding appointment scheduling.

10.Documents in various applications (Epic, CRM) as a resource for HFHS statistics & analytics

11.Must be adaptable/flexible in a changing work environment which requires upgrading skills, processes and additional responsibility, including location assignment.

12.On-call rotation - Availability of hours varies.