Best Upon Request Corporate Inc., headquartered in Cincinnati, Ohio, is a national provider of on-site concierge services as an employee benefit to innovative organizations and as a patient amenity in healthcare. We improve organizational culture by decreasing stress for employees and taking care of patients’ non-clinical needs.

This position is based on-site at Stamford Hospital, in Stamford, CT.  A Best Upon Request patient concierge proactively generates requests from the eligible population he or she serves. The primary accountability of a patient concierge is to compassionately care of patients holistically; focusing on improving their experience in the hospital or healthcare setting. Utilization of the service is key to a successful concierge program. In addition, a concierge responds to incoming customer requests, either fulfilling directly or partnering with our many local and national vendors.

PATIENT CONCIERGE

•  Delivering excellent customer service
• Anticipating and addressing patients’ needs
•  Rounding to patients and patient families
•  Fulfilling patient requests, running errands, coordinating travel needs, performing and presenting information research and various other personal service requests
•  Managing effectively a fast-paced environment with numerous projects
• Achieving daily and monthly metrics regarding customer utilization, satisfaction, volume of requests, and usage of our service management platform
• Maintaining confidential and proprietary company and customer information and assets
•  Living out our core values

SUCCESS MANAGEMENT

•  Connecting regularly with Concierge Coach
•  Developing and maintaining positive working relationships with our client liaison, executive sponsor, customers and vendors
• Participating in BEST and Client meetings
•  Recording accurate data and operating point-of-sale service management platform daily
• Closing daily and monthly petty cash
•  Reconciling corporate credit card accounts
•  Reconciling site inventory
• Verifying site charges for invoicing

MARKETING AND CUSTOMER ENGAGEMENT

•  Attending benefits fairs, new-hire orientations, BEST grand openings and open houses
•  Presenting to departments or other groups
• Educating potential customers on enrollment process
•  Rounding to potential customers and customers for marketing purposes
•  Garnering customer feedback form responses
•  Leveraging BEST’s customer marketing team to produce and distribute communications to potential customers and current customers

VENDOR AND PROGRAM DEVELOPMENT/MAINTENANCE

• Qualifying new vendors
• Negotiating vendor discounts for customers
• Creating special promotions in collaboration with vendors to encourage customer and service utilization
•  Ensuring fully-stocked inventory such as stamps, tickets, gift cards, etc.
• Developing vendor fairs

Required Skills Required Experience

QUALIFICATIONS AND EXPERIENCE

• Extremely trustworthy, reliable, dependable and flexible
• Servant-leader; compassionate, respectful, empathetic, approachable, personable, humble
•  Optimistic; friendly, happy and positive
•  Stress tolerant; ability to be exposed to high-stress, emotional situations
•  Three to five years of customer service experience preferred
• Associate’s or Bachelor’s degree preferred
•  Reliable transportation; willingness to use daily on the job; must be able to meet minimum vehicle insurance liability coverage
• Detail oriented and committed to accuracy
•  Excellent listening and communication skills
•  Ownership thinker
•  Resourceful; multi-tasker
•  Excellent time management, organizational and managerial skills
• Ability to interact and participate effectively within a team, while also being self-motivated and disciplined
• Proficient in Microsoft Office; Word, Excel, Outlook
• Strong and efficient data entry skills and point of sale system experience
•  Comply with quality assurance standards, expectations and all company policies and procedures
•  Professional demeanor and appearance
•  Ability to pass a background check, credit check and drug screen