Patient Concierge - Ophthalmology Clinic, Full-time, Days

At Northwestern Medicine, every patient interaction makes a difference in cultivating a positive workplace. This patient-first approach is what sets us apart as a leader in the healthcare industry. As an integral part of our team, you'll have the opportunity to join our quest for better healthcare, no matter where you work within the Northwestern Medicine system. At Northwestern Medicine, we pride ourselves on providing competitive benefits: from tuition reimbursement and loan forgiveness to 401(k) matching and lifecycle benefits, we take care of our employees. Ready to join our quest for better?

The Patient Concierge reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.

Responsibilities:

• Provides accurate information and timely updates to patients and customers.
• Escorts patients to rooms at the beginning, during, and end of appointment as needed.
• Communicates information between front and back end team members as needed.
• Addresses questions and concerns promptly, or identifies appropriate person and resources to do so.
• Provides directions or help to patients and customers with finding their way.
• Uses effective service recovery skills to solve problems or service breakdowns when they occur.
• Recognizes and facilitates difficult customer situations appropriately, using NM resources for timely resolution understands when to escalate issues or problems.
• Provides information regarding wait time based on established parameters.
• Participates in operations huddles to understand workflow for the day.
• Assists clinic staff and patients by retrieving items such as wheelchairs, parking validation, etc. as needed.
• Demonstrates teamwork by helping co-workers within and across departments.
• Extends courtesies to patients, staff, families, and visitors in a prompt and responsive manner.
• May perform other duties as assigned.
• AA/EOE.

Required:

• High School Diploma or GED equivalent.
• 1-2 years of patient experience or customer service.
• Demonstrated ability to be flexible and adaptable when facing change and conflict.
• Experience working with diverse healthcare teams including providers, technicians, patients, and family members.
• Excellent organizational, communication and interpersonal skills.

Preferred:

• Bachelor's degree.
• Solid presentation skills with a high level of energy and enthusiasm.
• Experience in strong customer service environment with demonstrated commitment to improving the patient experience.

Northwestern Medicine is an affirmative action/equal opportunity employer and does not discriminate in hiring or employment on the basis of age, sex, race, color, religion, national origin, gender identity, veteran status, disability, sexual orientation or any other protected status.