Concierge Coordinator
Location: Coldwater, MI
POSITION SUMMARY
The Patient Concierge Coordinator serves as a welcoming and supportive resource for patients, families, and visitors throughout their healthcare experience. This role is responsible for addressing non-clinical concerns, facilitating communication between patients and hospital departments, and ensuring that patient needs are resolved promptly and professionally. The Patient Concierge Coordinator plays a key role in enhancing patient satisfaction by delivering exceptional customer service and promoting a positive, compassionate environment. The concierge coordinator is responsible for providing outstanding customer service to patients and visitors of the hospital. This includes connecting patients to resources, scheduling appointments, providing patients comfort, whether that's an extra blanket or listening ear. These duties are to be performed in a highly confidential manner, in accordance with the mission, values and behaviors of Insight Hospital and Medical Center. Employees are further expected to provide a high quality of care, service, and kindness toward all patients, staff, physicians, volunteers and guests.
Duties and Responsibilities:
Responsible for the following tasks:
- Scheduling patients appointments with primary care and specialist physicians
- Greeting and welcoming patients with a smile and ensuring patient care satisfaction is at 99%
- Comforting patients by anticipating patients’ anxieties, answering patients’ questions
- Protecting patients' rights by maintaining confidentiality of personal and financial information, HIPAA compliancy
- Extending excellent patient care to ensure patient comfort and satisfaction
- Respond to patient and family concerns and coordinate with appropriate departments to facilitate timely resolution.
- Round on patients and families to proactively identify needs and service opportunities.
- Assist with wayfinding, appointment coordination, and navigation of hospital services
- Support the management of patient compliments, complaints, and grievances in accordance with organizational policies.
- Document interactions and maintain accurate records in designated tracking systems.
- Collaborate with nursing, ancillary departments, security, environmental services, and other teams to address concerns.
- Participate in departmental meetings, training, and patient experience initiatives.
JOB SPECIFICATIONS
REQUIRED EDUCATION, SKILLS AND ABILITIES:
- High School Diploma required
- Maintains a patient-centered approach in all interactions.
- Responds to concerns promptly and effectively.
- Demonstrates a commitment to the organization’s mission, vision, and values.
- Adheres to all regulatory, privacy, and safety requirements.
- Excellent verbal and written communication skills.
- SMILE
- Excellent customer service
- Strong interpersonal skills with the ability to interact effectively with diverse populations
- Ability to handle sensitive situations with professionalism and discretion
The above list of accountabilities is intended to describe the general nature and level of work performed by the positions; it should not be considered exhaustive. Qualified applicants will receive consideration for employment without regard to race, color, national origin, ancestry, religion, sex/gender (including pregnancy), sexual orientation, gender identity or gender expression, age, physical or mental disability, military or protected veteran status, citizenship, familial or marital status, genetics, or other status protected by applicable law.
Insight is an Equal Opportunity Employer