Patient Concierge

About Circles Culture:

The Circles culture is an inclusive environment that encourages self-expression and individuality. Creating a space for open communication, respect and job development empowers our employees to pursue their career goals and advance personally and professionally. Circles prioritizes the wellbeing of our employees so that our consumers experience that same level of care.

Position Overview:

Circles is looking for people with a real passion for hospitality and customer service, capable of handling pressure and adapting to a constantly changing environment.  This is the perfect role for someone who loves working with people and providing world-class customer service.  You are the first point of contact for incoming patients, family members and guests visiting our client.  Your role is to anticipate the needs of patients and assist them throughout their recovery. As the liaison between staff, patients, families, and their non-clinical needs, your ability to handle different personalities with empathy and professionalism is crucial.

We’re looking for a team player who can seamlessly integrate with the care teams and play a pivotal role in enhancing and improving the overall experience for patients.  You will provide assistance via face-to-face interactions, over the phone, email and other forms of communication, providing prompt, courteous and customer-oriented service. You will make recommendations and offer suggestions, as well as fulfill patient and family requests to satisfy their needs. This position requires exemplary hospitality skills, knowledge of the local area, and ability to use vehicle for local errand running services (mileage reimbursed).

The perfect candidate has at least 3 years of hospitality or related experience.  Hours for this role are Monday to Friday from 8:00am to 4:30pm.  This is a 100% in onsite role.

 Job Responsibilities:

·         Providing uncompromising service to patients and guests by arranging personal and convenience services

·         Responding to patients and family member requests for information, special arrangements or services and planning or identifying proper providers to assist

·         Responding to special requests from patients and family members with unique needs and follow up to promote satisfaction

·         Answer, record and process all calls, messages, requests, questions, and concerns

·         Fulfilling patient requests, running errands, coordinating dining needs, performing, and presenting information research and various other personal service requests

·         Contact appropriate individuals or client departments as necessary to resolve calls, requests, or problems

·         Triaging any clinical or health related requests to appropriate client liaison assigned

·         Project an approachable and professional image at all times

·         Be comfortable working in a drug and alcohol rehabilitation setting, providing compassionate and understanding support.

·         Thrive in a constantly changing environment, effectively managing stress and handling different personalities with ease.

·         Promote meaningful relationships through engaging and informed conversations with patients and guests via face-to-face interaction, phone and email

·         Flexibility and willingness to take on various roles within the patient lifecycle depending on client and business needs (non-clinical)

·         Ability to adhere to strict confidentiality and privacy guidelines as well as client policies and regulations around patient interactions

·         Assist with the food and beverage program by restocking pantries, providing menu options, facilitate special orders from patients and working with the food and nutrition teams to meet and exceed patient needs

·         Provides personal services to employees and family members including but not limited to: arranging, booking and confirming recreational activities, arranging transportation & travel, setting salon appointments working directly with providers, tickets and entertainment bookings, meal & activity reservations, procuring gifts and products, running errands for patients within the local radius and other amenity services as needed

Requirements

Job Specific Competencies:

·         Proactive

·         Energetic

·         Self-starter

·         Positive attitude

·         Problem-solver

·         Identifies and communicates priorities

·         Calmly manages multiple tasks

·         Welcomes change

·         Sound judgement and discretion

·         Familiarity with local area

·         Manage and prioritize multiple tasks daily

·         Excellent