Family Experience Concierge - PRN - Scottish Rite -Date:Jun 11, 2018 -Company:Children's Healthcare of Atlanta Requisition #:26813 Name of Location: Scottish Rite Work Schedule: Variable Employment Type: PRN Work Days:Variable JOB SUMMARY 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 Childrens Healthcare of Atlanta. EDUCATION -High school diploma CERTIFICATION SUMMARY -Valid Georgia drivers license 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 KNOWLEDGE SKILLS & 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 -Computer skills that include the internet and Microsoft Outlook and Word -Self-starter with the ability to work with minimal supervision -Ability to work as a team player 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, garage, sleeping areas, consults room, laundry facilities, parent lounges, lobby). -Performs customer service telephone callbacks 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 on 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 Childrens Healthcare of Atlanta staff. SYSTEM RESPONSIBILITIES* Safety:Practices proper safety techniques in accordance with hospital and departmental policies and procedures. Responsible for the reporting of employee/patient/visitor injuries or accidents, or other safety issues to the supervisor and in the occurrence notification system. Compliance:Monitors and ensures compliance with all regulatory requirements, organizational standards, and policies and procedures related to area of responsibility. Identifies potential risk areas within area of responsibility and supports problem resolution process. Maintains records of compliance activities and reports compliance activities to the Compliance Office. The above statements are intended to describe the general nature and level of work performed by people assigned to this classification. They are not intended to be an exhaustive list of all job duties performed by the personnel so classified. PHYSICAL DEMANDS* Ability to lift up to 15 lbs independently not to exceed 50 lbs without assistance Bending/Stooping - Occasionally (activity or condition exists up to 1/3 of time) Climbing - Occasionally (activity or condition exists up to 1/3 of time) Hearing/Speaking - Effective communication with employees, supervisors/managers and staff. Effective communications with patients and visitors, as required. Lifting - Occasionally (activity or condition exists up to 1/3 of time) Pushing/Pulling - Occasionally (activity or condition exists up to 1/3 of time) Sitting - Occasionally (activity or condition exists up to 1/3 of time) Standing - Constantly (activity or condition exists 2/3 or more of time) Walking - Occasionally (activity or condition exists up to 1/3 of time) WORKING CONDITIONS* Some potential for exposure to blood and body fluids Location Address: 1001 Johnson Ferry Road NE, Atlanta, GA 30342 Function: Family Support Services - Family Support Services Overview: Childrens Healthcare of Atlanta has been 100 percent dedicated to kids for more than 100 years. A not-for-profit organization, Childrens is dedicated to making kids better today and healthier tomorrow. With 3 hospitals, 28 neighborhood locations and a total of 638 beds, Childrens is the largest healthcare provider for children in Georgia and one of the largest pediatric clinical care providers in the country. Childrens offers access to more than 70 pediatric specialties and programs and is ranked among the top childrens hospitals in the country by U.S. News & World Report. Childrens has been ranked on Fortune magazines list of 100 Best Companies to Work For for 13 consecutive years and named one of the 100 Best Companies by Working Mother magazine. We offer a comprehensive compensation and benefit package that supports our mission, vision and values. We are proud to offer an array of programs and services to our employees that have distinguished us as a best place to work in the country. Connect to our mission of being Dedicated to All Better and impact the lives of hundreds of thousands of patients and their families each year. Nearest Major Market:Atlanta Job Segment:Medical, Pediatric, Healthcare