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On-call Patient Concierge

Company: Best Upon Request
Location: Memphis
Posted on: February 15, 2019

Job Description:

Role Description Title: On-call Patient Concierge TN FLSA Status: Non-exempt 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. A Best Place to Work finalist, Best Upon Request is a growing, values-based company that creates life-enriching experiences for our clients and customers, team members and community. Position Summary/Objective: This position is based on-site at our client's location in your area. 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. The on-call concierge is very similar to being a substitute teacher. The ideal candidate has the ability to work without guaranteed hours and be available when called upon. Accountable for: 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 Qualifications: -- One year of customer service experience

  • Must be able to meet the availability and flexibility requirements
  • Point of sale system experience and strong data entry accuracy skills
  • Proficient in Microsoft Office; Word, Excel, Outlook
  • Knowledge of excellent customer service techniques through means of being a servant-leader
  • The ability to demonstrate trustworthiness within the customer interfacing environment
  • Ability to communicate effectively within a team environment through listening and responding appropriately
  • Demonstration of excellent time management skills when handling multiple tasks
  • The ability to analyze a situation and respond appropriately with a solution
  • Strong entrepreneurial skills in terms of marketing services and customer engagement Preferred Qualifications:
    • Three to five years of customer service experience
    • Associate's or Bachelor's degree
    • Experience working within a hospital or patient-facing environment Other: -- Daily reliable transportation; Ability to meet minimum vehicle insurance liability coverage -- Ability to pass a background check, credit check and drug screen -- Compliance with quality assurance standards, expectations and all company policies and procedures -- Must be able to stand, sit and walk for extended periods of time, and move, lift, carry, push and pull objects weighing 25 pounds on a regular basis and up to 50 pounds on occasion.

      Keywords: Best Upon Request, Memphis , On-call Patient Concierge, Hospitality & Tourism , Memphis, Tennessee

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