Emergency Department Patient Concierge (On Call)

Reports to: Lead Patient Concierge

FLSA Status: Non-exempt

Schedule: Available to work when needed

Great Place to Work-Certified five years in a row, Best Upon Request Corporate, Inc. (BEST) is a growing, values-based company that creates life-enriching experiences for our clients and customers, team members, and community.

Headquartered in Cincinnati, Ohio, BEST is a national provider of concierge services as an employee benefit and as a patient amenity. Our concierge programs improve organizational culture by decreasing stress for employees and managing the non-clinical needs of patients. BEST serves many industries including finance, tech, insurance, consulting, manufacturing, distribution, and healthcare.

BEST knows that its greatest asset is our people. This is why our BEST team can expect comprehensive total rewards that focuses on well-being. We also work to create a high-trust, highly collaborative environment where each team member can thrive.

Position Summary/Objective:

This position supports the Emergency Department patients of BEST's client hospital by focusing on improving the experience during their stay. The ED Patient Concierge’s main objective is to compassionately care for patients and deliver excellent customer service.

Accountable for:

• Supporting patients, families, and staff by providing comfort, empathy, and resources to enhance overall ED experience.
  • Rounding on patients throughout the ED while waiting to be seen, already being triaged (mid-treatment), and/or waiting to be admitted to the hospital.
  • Facilitating communications between caregivers and ED guests when appropriate. Continually providing patients and guests with updated information regarding their current status with the ED from registration to discharge or hospital admission.
  • Providing non-clinical services including care and comfort touches (e.g., offering warm blankets and pillows) and providing advocacies by tapping into existing Stamford Health resources (e.g., phone charger access, social work team members, chaplain access, etc.).
• Accurately capturing service activity within BEST’s service management platform.
• Living out BEST’s core values at work: being trustworthy, compassionate, resourceful, focusing on results and creating value.

Qualifications and Experience:

• At least one year experience (with three to five years being preferred) in a fast-paced customer service environment.
• Proficient in Microsoft Office, primarily Outlook, Word, and Excel.
• Proficient with point-of-sale technology platforms with a strength in data entry accuracy.
• Servant hearted, compassionate, respectful, empathetic, approachable, personable, and humble.
• Stress tolerant; ability to be exposed to high stress, emotional situations.
• Passionate about supporting people.
• Detail oriented and committed to accuracy.
• Excellent verbal and written communication skills.
• Creative, curious, and solutions-minded.
• Transparent, authentic, positive, values-driven, and an excellent listener.
• Must have high level of interpersonal skills to handle dynamic customer situations; demonstrated poise, tact, and professionalism.
• Ability to manage multiple service requests, respond effectively and deliver on time.
• Ability to pass a background check and drug screen.

Working Conditions:

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.

This role description is not intended to include all possible accountabilities.

All team members of Best Upon Request may be required to perform duties other than those listed in a role description.