Patient Experience Concierge – Emergency Department – St. Elizabeth Youngstown Hospital

At Bon Secours Mercy Health, we are dedicated to continually improving health care quality, safety and cost effectiveness. Our hospitals, care sites and clinicians are recognized for clinical and operational excellence.

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

SHIFT/SCHEDULE

Full Time – Scheduled for 36 Weekly Hours.

Shift Time – This position works Afternoons/Evenings shift.

This position will have scheduled shifts every other weekend.

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 youd 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