Fred Hutchinson Cancer Research Center & Seattle Cancer Care Alliance

  • Patient Concierge (Evening Shift)

    Job ID
    12385
    Type
    Regular Full-Time
    Company
    SCCA Proton Therapy Center
    Location
    US-WA-Seattle
  • Overview

    Click HERE to apply for Patient Concierge (Evening Shift)

     

    The Concierge will be the initial in-person contact with patients at the SCCA Proton Therapy Center and has primary responsibility for the overall effective, friendly, and efficient functioning of the daily operations in the center lobby/reception area. The Concierge also provides care, guidance, and direction to patients and families as they enter the building, check in for their appointments, and require non-medical assistance of any type. The Concierge participates in continual improvement initiatives with the ultimate goal of exceptional patient satisfaction. The Concierge will also help coordinate and arrange special functions for patients, such as weekly lunches, new patient orientation, and other center events and will work with outreach to connect patients with community opportunities to share their stories.

    Responsibilities

    • Serving as initial physical point of contact, greeting and giving direction to patients and visitors.
    • Receiving patient and family members at check-in for consult, weekly management, follow up visits and radiation treatment appointments.
    • Monitor patient/family wait time for appointments/treatment. Notify supervisor of excessive wait time.
    • Verifies current demographic/insurance information with patients
    • Coordinate patient/family needs for location of services within center and/or other facilities
    • Use of software such as Mosaiq and IMS.
    • Responds to and resolves customer (patient/family/clinical staff, vendors, visitors) concerns as they relate to areas of center reception.
    • Liaison of communication between center departments, community services, and radiation oncology personnel.
    • Works with supervisor in maintaining center’s lobby and reception areas for cleanliness and efficiency
    • Completes special projects as assigned.
    • Organize and participate in patient services events.
    • Maintain inventory of department supplies and assist with ordering.
    • Manage and maintain Patient Services database resulting in easily accessed information on appropriate advocate connections for potential patients, speaking opportunities, media opportunities, etc.
    • Work with outreach to manage and execute external communications to patients/families about upcoming community events
    • Work with outreach to identify and create opportunities for patients/to share their experience in the community and build awareness, ultimately leading to potential new patients
    • Manage facilities and services for Advocacy events internally and externally.
    • Provide telephone support by answering and directing incoming calls to the Intake department, taking appropriate messages and/or routing to the correct destination
    • Correlates, verifies, and enters patient information in computer systems utilized for patient records (IMS, Mosaiq, VTOC, EPIC)

    Click HERE to apply for Patient Concierge (Evening Shift)

    Qualifications

    WORK EXPERIENCE REQUIREMENTS

    • 3-5 years in a role strongly focused on direct in-person contact with customers in a guest relations or hospitality-based environment
    • Experience working in healthcare preferred
    • Experience in community outreach and advocacy preferred

     

    REQUIRED SKILLS & ABILITIES

    • Able to handle interaction / support of high volume of patients while retaining a very positive and calm demeanor.
    • Ability to multi-task, prioritize and work independently.
    • Able to be extremely flexible in a constantly changing, dynamic environment.
    • Exemplary customer satisfaction skills, including dealing effectively with the public, both in person and over the telephone
    • Ability to maintain patience and provide exceptional customer service in all instances
    • Excellent organizational skills.
    • Extensive problem solving skills with strong focus on providing a variety of solid solutions.
    • Superior communication and interpersonal skills, both verbal and written.
    • Ability to function productively on a team.
    • Strong knowledge of Microsoft Office products including Word, Excel and Outlook.
    • Must be able to be flexible and able to rotate into all shifts including evening shift. Job may require weekend days, and evening hours for patient or other work activities.

     

    Click HERE to apply for Patient Concierge (Evening Shift)

    Our Commitment to Diversity

    We are committed to cultivating a workplace in which diverse perspectives and experiences are welcomed and respected. We are proud to be an Equal Opportunity and VEVRAA Employer. We do not discriminate on the basis of race, color, religion, creed, ancestry, national origin, sex, age, disability, marital or veteran status, sexual orientation, gender identity, political ideology, or membership in any other legally protected class. We are an Affirmative Action employer. We encourage individuals with diverse backgrounds to apply and desire priority referrals of protected veterans. If due to a disability you need assistance/and or a reasonable accommodation during the application or recruiting process, please send a request to our Employee Services Center at escmail@fredhutch.org or by calling 206-667-4700.

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