Job Description

General Description

The WCH Patient Concierge is responsible for welcoming and assisting patients who arrive in the WCH Lobby for services.   Serves as a patient facilitator through the process of completing required paperwork, registration, and scheduling.   Provides consistent communication and comfort to patients and visitors.

Essential Job Duties

  • Welcomes patients and visitors
  • Escorts or instructs patients and visitors to appropriate service areas
  • Answers patient questions and refers to appropriate area
  • Optimizes patients' experience by communicating wait times
  • Helps patients with new patient paperwork
  • Keeps patient appointments on schedule by notifying admitting of patient's arrival
  • Communicates with departments regarding long wait times for patients
  • Comforts patients by anticipating patients' anxieties; answering patients' questions; protects patients' rights by maintaining confidentiality of personal and financial information; HIPPA compliancy.
  • Maintains operations by following policies and procedures

Other Duties

  • Seeks additional work when patient flow in the lobby is slow.
  • Always represents the best of WCH, in each encounter.

Minimum qualifications

  • High school diploma
  • Previous experience in a healthcare related customer service position
  • Basic knowledge of medical terminology as it pertains to routine diagnostics
  • Demonstrated innate ability to problem solve in the moment of need

PREFERRED qualifications

  • Previous experience in a patient concierge role

Physical Requirements/Working conditions

  • Frequent standing, stooping, bending, stretching, squatting; must be able to stand/walk for most f the workday; must be able to lift packages up to 25 pounds
  • Must be able to work paying close attention to detail with frequent interruptions
  • Ability to work in a fast pace environment