Concierge Specialist, Guest Relations (Days) M-F 8:30 am to 5:00 pm

PEOPLE ESSENTIAL FUNCTIONS

• Maintains familiarity with the work of clinical staff, physicians, and administration to successfully identify appropriate contacts.

• Communicates with key contacts to obtain information that relates to strategic initiatives as well as manager complex/highly sensitive requests and situations for on-site guest management.

SERVICE ESSENTIAL FUNCTIONS

• Participates on committees and task forces as assigned, ensuring that critical objectives are clearly explained and action items are appropriately delegated. Follows-up on action items as necessary to ensure completion of assignments.

• Partners with clinical and non-clinical areas to develop department specific programs to sustain a culture of I CARE Values, Safety and Personalized Service supporting standardization of the Houston Methodist Experience.

• Follows up with patients and family members on services provided; to ensure they are satisfied with their physicians visits

• Works closely with HMH hospital Patient Staff and Houston Methodist Executive office staff in the resolution of customer service and patient satisfaction issues.

• Assists and completes patient access functions when needed (scheduling, registration and financial clearance).

• Involves patients (customers) in shift/handoff reports by enabling their participation in their plan of care as applicable to the given job. Intentionally rounds with patient/customers to ensure their needs are being met to the standards of Houston Methodist hospital while maintaining ICARE values.

• Maintain internal and external relations to ensure that patients and family members are satisfied and their needs are met as well as responsible for overseeing timely processes of services and follow up.

QUALITY/SAFETY ESSENTIAL FUNCTIONS

• Facilitates and develops continued improvement plans, by communicating observations to Management while working collaboratively with members of the team to provide quality services to proactively support efforts that ensure delivery of safe patient care and services.

• Ensures assigned premises are fully stocked with supplies and immaculate for patients, family members and guests while focusing on patient/ customer service.

FINANCE ESSENTIAL FUNCTIONS

• Helps minimize excess cost(s) by assisting and recommending solutions in achieving departmental objectives by maintaining valuable relationships with a variety of vendors throughout the city, ensuring patients receive VIP treatment.

• Prepares memos, reports and work order requests as needed and protect the financial interests of the hospital by maintaining operational knowledge of the revenue cycle process in order to provide excellent customer service

GROWTH/INNOVATION ESSENTIAL FUNCTIONS

• Establishes and maintains cooperative relationships with different departments through the course of patient visits.

• Responsible for advising patients and family members on various hospital services. Escalates questions regarding benefits and/or clinical care to appropriate parties and ensures patients questions are answered in a timely manner.

• Implements department tools and procedures that create better efficiencies to enhance patient/guest expectations and service levels during their stay and advise management on matters affecting customer satisfaction; contribute to solutions and recommend enhancements for optimal patient experience.

This job description is not intended to be all-inclusive; the employee will also perform other reasonably related business/job duties as assigned. Houston Methodist reserves the right to revise job duties and responsibilities as the need arises.

EDUCATION

• High School diploma or equivalent education (examples include: GED, verification of homeschool equivalency, partial or full completion of post-secondary education, etc.)

WORK EXPERIENCE

• 3-5 years of experience in healthcare and or hospitality