Patient Experience Concierge Emergency Department St. Elizabeth Youngstown Hospital

Thank you for considering a career at Mercy Health!

Scheduled Weekly Hours:

36

Work Shift:

Evenings (United States of America)

Job Summary:

The Patient Experience Concierge serves as a liaison between patient, family, hospital staff, and physicians to ensure a favorable patient experience in the areas of patient and family comfort, information-sharing from hospital and clinical staff, hospital staff responsiveness to patient or family inquiries or concerns, and assisting clinical staff in ensuring patient and family understanding of their role and responsibilities to support timely patient discharge.

Education:

HS Diploma/GED (required)

Minimum Qualifications:

1. Minimum of 2 years hospital experience (preferred) 2. Minimum of 2 years successful work experience in face-to-face customer service role (preferred) 3. Ability to assess at an intermediate level for customer service and communications skills, and demonstrate sincere compassion, empathy, and understanding of the patient's or family member's experience and concerns

Other Knowledge/Skills/Abilities Required:

1. Leadership Development module or completion within one year 2. Computer literacy (charts, emails, and other documents needed in work) 3. Proficient with basic computer skills including word and excel 4. Must possess strong communications and customer service skills and the ability to defuse situations and generate positive patient and family member response 5. Must possess healthcare knowledge to communicate with medical professionals 6. Must complete 12 hours of continuing education in customer service 7. Possesses sound verbal and written communication skills and tactfully addresses issues at hand clearly, concisely and accurately Mercy Health is an equal opportunity employer. As a Mercy Health associate, you're part of a Misson that matters. We support your well-being - personally and professionally. Our benefits are built to grow with you and meet your unique needs, every step of the way. What we offer

• Competitive pay, incentives, referral bonuses and 403(b) with employer contributions (when eligible)
• Medical, dental, vision, prescription coverage, HAS/FSA options, life insurance, mental health resources and discounts
• Paid time off, parental and FMLA leave, short- and long-term disability, backup care for children and elders
• Tuition assistance, professional development and continuing education support Benefits may vary based on the market and employment status.

Department:

Emergency Department - St. Elizabeth It is our policy to abide by all Federal and State laws, as well as, the requirements of 41 CFR 60-1.4(a), 60-300.5(a) and 60-741.5(a). Accordingly, all applicants will receive consideration for employment without regard to race, color, national origin, religion, sex, sexual orientation, gender identity, age, genetic information, or protected veteran status, and will not be discriminated against on the basis of disability. If you'd like to view a copy of the affirmative action plan or policy statement for Mercy Health- Youngstown, Ohio or Bon Secours - Franklin, Virginia; Petersburg, Virginia; and Emporia, Virginia, which are Affirmative Action and Equal Opportunity Employer, please email recruitment@mercy.com. If you are an individual with a disability and would like to request a reasonable accommodation as part of the employment selection process, please contact The Talent Acquisition Team at recruitment@mercy.com. We believe your best is yet to come. At Mercy Health, we celebrate the human side of health care, uniting individuals from all walks of life. We'll ask a lot of you, but we'll give a lot back, as well. Whether you're called to bedside care, patient support, community service or operations and administration, there's a place for you here. Because if there's one thing we know for certain, it's that good works start with great people. We'll support and empower you to bring your best - in service of our patients and our Mission.