Patient Care Concierge - Mission Hospital

Location: Mission Viejo, CA

About Towne

Towne is an exceptional arrival through departure experience company. With its best-in-class parking and hospitality solutions and its fully integrated technology platform, we deliver seamless parking and mobility experiences in the places where people live, learn, work, play, rejuvenate, and recover. Towne’s 14,000 team members create smiles by delivering exceptional experiences for the millions of people we proudly serve each year. For nearly 40 years, Towne has been committed to providing the best experience, delivered by the best team, powered by innovative technology, enhancing lives and communities. For more information, visit www.towne.com and follow us on LinkedIn.

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Job Details

Compensation: Towne Park is committed to offering competitive, fair, and commensurate compensation. Actual compensation will be based on a candidate’s job-related skills, experience, education or training, and location. The hourly base pay range for this position is $25 per hour.

Work Schedule: The work schedule for this position consists of Monday-Friday 10am-7pm

Benefits: Employees are eligible to enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits. Employees are also able to enroll in the company’s 401k retirement savings plan.

Eligibility requirements depend on your job classification, length of employment and number of hours worked. Benefits are subject to change and may be subject to a specific plan or program terms.

Seasonal and temporary roles are not eligible for benefits outlined above.

SUMMARY

The Patient Care Concierge is a multi-functional role that supports various hospital departments. This is a patient supporting nonclinical, non-certified associate responsible for providing exceptional hospitality and support to patients throughout their stay. The Patient Care Concierge can support the following functions patient sitting, inpatient transport, greeter and discharge lounge, and equipment porter responsibilities based on hospital needs and requirements. The Patient Care Concierge supports the patient experience and patient healing and recovery working closely with the hospital clinical teams.

ESSENTIAL FUNCTIONS

Reasonable accommodations may be made to enable individuals with disabilities to perform all functions.

Greeting, Wayfinding and Concierge Services

• Acknowledges and greets patients within 30 seconds while maintaining a professional and friendly demeanor. Always uses patient last name when appropriate.
• Assists visitors with directions, information, and other general inquiries, as appropriate.
• Escorts visitors as needed between departments; provide wayfinding services as needed.
• Answers the telephone promptly and politely and within client/Towne Health standards.
• Delivers messages, items and/or amenities as requested.

Patient Sitting Services

• Remains at bedside of assigned patient always unless relieved by an appropriate staff member.
• Attend to the various non-clinical needs of the patient that don’t require physical contact.
• May perform basic functions in patient’s room such as providing water and alerting the nursing staff immediately if a medical emergency or irregular behavior is identified.
• Verbally calms and/or reorients the patient in cases of agitation or confusion in alignment with client philosophy and process.
• Responds to emergencies by immediately alerting nursing staff.

Patient Transport

• Explains all procedures to the patient prior to beginning transport.
• Collects transport equipment and returns it to the appropriate storage area.
• Ensures patient comfort, safety and privacy at all times.
• Ensures that patients are not left unattended while in the care of the transporter.
• Transports and secures medical charts when conducting patient transports.

Equipment Porter

• Maintains the tracking, sanitization and distribution of all designated hospital/patient equipment.
• Demonstrates proper use of the patient transport tracking system/log sheets/computer technology.
• Collects equipment from various hospital locations distributes as required.

Other

• Removes visible hazards and/or broken equipment from immediate environment and reports to Guest Service Captain or Account Manager as appropriate.

• Is familiar with hospital emergency codes and procedures in accordance with Joint Commission standards.
• Maintains accuracy and composure while under pressure.
• Maintains pleasant, friendly, and professional demeanor with all Guest/Patients, co-workers, and clients.
• Demonstrates a willingness and ability to assist others.
• Ensures that patient and business confidentiality is always maintained.
• Additional duties as assigned.

QUALIFICATIONS

Education:

• High school diploma or general education degree (GED);

Required Licensure, Certification, etc.:

• Must be at least 18 years of age and be able to pass a criminal background, MVR and drug screen
• Must complete the Wheelchair Safety Training course provided by Towne Park
• Must complete HIPAA Training provided by Towne Park and, if required, by the hospital

Work Experience:

• One to three months related experience and/or training; or equivalent combination of education and experience
• Customer service experience preferred
• Experience with directing staff preferred
• Computer experience preferred

Knowledge:

• Knowledge of principles and processes for providing customer and personal services.
• Knowledge of principles and methods for moving people.

Skills:

• Must be able to read and write Standard English language.
• Must be able to read and comprehend simple instructions, short correspondence and memos.
• Must be able to write simple correspondence.
• Must be able to effectively present information in one-on-one and small group situations to guests, clients and other employees of the organization.
• Ability to add and subtract three digit numbers and to multiply and divide by 10’s and 100’s; ability to perform these operations using units of time, American money, weight and volume measurement (including the metric system when appropriate).
• Must be able to understand 24 hour and military time systems.
• Possession of strong organizational skills.
• Excellent verbal and written communication skills. Possess exceptional interpersonal communication skills.
• Skill and ability to use and operate a computer, fax machine, scanner, and copier.

SCOPE

Authority to Act:

• Job is fairly routine. Incumbent follows established practices and procedures. Duties are performed with specific directions given and work is checked or verified on a frequent basis. Decisions are made within specific operational instructions and departmental guidelines. Errors in judgment could affect the smooth and efficient operation of the department.

Budget Responsibility:

• The employee has control over resources available only.

WORKING CONDITIONS & PHYSICAL DEMANDS

The working conditions and physical demands described here are representative of those that must be met by an associate to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Physical Requirements

While performing the duties of this job, the employee is regularly required to talk or hear. The employee frequently is required to sit or stand for extended periods of time and may be required to run; walk; handle or feel objects, tools or controls; reach with hands and arms; climb stairs; balance; stoop, kneel, crouch or crawl. Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.

Lifting Requirements

Exerting up to 100 pounds of force occasionally, and/or up to 50 pounds of force frequently, and/or up to 20 pounds of force constantly to move objects.

Working Environment

The majority of work will be performed in climate-controlled environment, but may be exposed to inclement weather and varying degrees of temperatures on occasion.

Travel

Travel of up to 5% may be required.