Family Experience Concierge

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Work Shift

Evening

Work Day(s)

Friday, Monday, Thursday, Tuesday, Wednesday

Shift Start Time

12:00 PM8:30 PMRegular

Children’s is one of the nation’s leading children’s hospitals. No matter the role, every member of our team is an essential part of our mission to make kids better today and healthier tomorrow. We’re committed to putting you first, and that commitment is at the heart of our company culture: People first. Children always. Find your next career opportunity and make a difference doing what you love at Children’s.

Creates a patient experience that communicates care, respect, and attention to the personal needs of patients, families, and visitors. Connect patients, families, and visitors to a variety of support services available at Children's Healthcare of Atlanta and serves as a resource for outside services. Advocates for the needs of patients, families, and visitors during their stay at Children’s Healthcare of Atlanta.

Experience

• 2 years of experience in customer service in a business office environment

Preferred Qualifications

• Bachelor's degree
• Experience in a healthcare-related office or a communications center
• Medical terminology knowledge
• Experience in handling multiple phone lines

Education

• High school diploma or equivalent

Certification Summary

• HeartSaver CPR within one year of employment

Knowledge, Skills, and Abilities

• Excellent customer service skills, communication skills, and the ability to communicate well in person, in writing, and on the phone
• Must be able to work effectively in pressured situations and demonstrate the ability to diffuse escalating situations
• Strong problem-solving skills
• Proficient in Windows and Technology including Microsoft Office (Word, Excel, Outlook)
• Self-starter with the ability to work with minimal supervision
• Ability to work as part of a team
• Ability to quickly adapt to change while maintaining a positive attitude

Job Responsibilities

• Creates a great first impression for the hospital.
• Processes all communications in a courteous, prompt, and professional manner.
• Provides information to callers, parents, medical staff, and other hospital personnel as requested.
• Oversees and maintains appearance of assigned area per shift (e.g., information desk, waiting rooms, garages, sleeping areas, consult rooms, laundry facilities, parent lounges, lobby).
• Performs customer service telephone call backs on select customers.
• Processes accurate paperwork (Health Insurance Portability and Accountability Act standards) on each patient/contact in a timely manner and logs.
• Documents and maintains updated information pertaining to services provided each shift.
• Provides information and assistance at information desks and in waiting room and sleeping areas in a frequent basis to ensure customer needs are being met and explanations of delays are given.
• Initiates conversations with patients, families and visitors regarding access needs, takes appropriate action, and follows up to ensure interventions are effective.
• Advises nursing staff of patient/parent/customer concerns that require staff intervention.
• Provides liaison service between customers and hospital staff.
• Works as part of the team integrating customer service standards in all customer/family experiences.
• Performs other duties as assigned by the manager or director.
• Serves as service excellence role models for other Children’s Healthcare of Atlanta staff.

Children’s Healthcare of Atlanta is an equal opportunity employer committed to providing equal employment opportunities to all qualified applicants and employees without regard to race, color, sex, religion, national origin, citizenship, age, veteran status, disability or any other characteristic covered by applicable law.

2220 North Druid Hills RoadFamily Support