The Patient Concierge reflects the mission, vision, and values of NM, adheres to the organization’s Code of Ethics and Corporate Compliance Program, and complies with all relevant policies, procedures, guidelines and all other regulatory and accreditation standards.Responsibilities:Provides accurate information and timely updates to patients and customers.Escorts patients to rooms at the beginning, during, and end of appointment as needed.Communicates information between front and back end team members as needed.Addresses questions and concerns promptly, or identifies appropriate person and resources to do so.Provides directions or help to patients and customers with finding their way.Uses effective service recovery skills to solve problems or service breakdowns when they occur.Recognizes and facilitates difficult customer situations appropriately, using NM resources for timely resolution understands when to escalate issues or problems.Provides information regarding wait time based on established parameters.Participates in operations huddles to understand workflow for the day.Assists clinic staff and patients by retrieving items such as wheelchairs, parking validation, etc. as needed.Demonstrates teamwork by helping co-workers within and across departments.Extends courtesies to patients, staff, families, and visitors in a prompt and responsive manner.May perform other duties as assigned.AA/EOE.
