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GENERAL SUMMARY:

The concierge coordinator will develop relationships and processes to support patients, families, business customers and other designated populations requiring high touch services. Maintains constructive lines of communication between these designated populations, Administration and HFHS physicians in a busy environment. Assists designated patient groups with, but not limited to, appointment scheduling, registration, insurance inquiries and coverage, HFHS navigation and knowledge about clinical Centers of Excellence. Actively contributing to an organizational culture committed to the highest degree of service excellence to all customer groups. The position will have matrix lines of responsibility.

PRINCIPLE DUTIES AND RESPONSIBILITIES:

1. Provides World Class Service Excellence

+ Warm patient greeting and closing (AIDET)

+ Ability to schedule in primary care and specialty services

+ Service recovery (HEART)  Adheres to Chief First Impressions Officers (CFIO) standards

+ Knowledgeable about insurance coverages and authorization processes

+ Ability to navigate HFHS resources, points of contact and business unit policies & preferences.

+ 2. Works with leadership to develop pathways of clear communication between physicians/nursing staff and friends/family/members.

3. Facilitates and operationalizes processes designed to foster barrier free access to appointments and service for specific patient groups

4. Initiates contact and maintains relationships with designated patients. This includes, but is not limited to, assisting prior to scheduling appointments, directions, accommodations i.e., hotel or guest apartments, and way-finding throughout the HFHS.

5. Creates a daily environment that fosters a welcome feeling to patients and their families.

6. Communicate information back to the appropriate areas of responsibility regarding patient and/or physician feedback.

7. Maintain a working knowledge of information and lines of communication between HFHS and physicians.

8. Assist designated patient groups in navigation and access to HFHS physicians, sites and services.

9. Communicates with internal and external physicians, patients, employees and other customers regarding appointment scheduling.

10.Documents in various applications (Epic, CRM) as a resource for HFHS statistics & analytics

11.Must be adaptable/flexible in a changing work environment which requires upgrading skills, processes and additional responsibility, including location assignment.

12.On-call rotation – Availability of hours varies.

EDUCATION/EXPERIENCE REQUIRED:

+ Associate degree or two years of college.

+ Three to five (3-5) years of progressively more responsible related work experience to gain in-depth understanding of organizational policies, procedures, and operations to assume a variety of high level administrative details.

+ Two to five (2-5) years of HFMG, hospital or private practice operational responsibilities/experience preferred.

+ Proven performance in working collaboratively in a multidisciplinary team.

+ Knowledgeable of electronic medical record information, registration and appointment scheduling systems. (Epic preferred)

Additional Information

+ Organization: Henry Ford Macomb Hospital

+ Department: HFMH Call Center

+ Shift: Day Job

+ Union Code: Not Applicable

Additional Details

This posting represents the major duties, responsibilities, and authorities of this job, and is not intended to be a complete list of all tasks and functions. It should be understood, therefore, that incumbents may be asked to perform job-related duties beyond those explicitly described above.

Overview

Henry Ford Health partners with millions of people on their health journey, across Michigan and around the world. We offer a full continuum of services – from primary and preventative care to complex and specialty care, health insurance, a full suite of home health offerings, virtual care, pharmacy, eye care and other health care retail. With former Ascension southeast Michigan and Flint region locations now part of our team, Henry Ford’s care is available in 13 hospitals and hundreds of ambulatory care locations. Based in Detroit, Henry Ford is one of the nation’s most respected academic medical centers and is leading the Future of Health: Detroit, a $3 billion investment anchored by a reimagined Henry Ford academic healthcare campus. Learn more at henryford.com/careers .

Benefits

The health and overall well-being of our team members is our priority. That’s why we offer support in the various components of our team’s well-being: physical, emotional, social, financial and spiritual. Our Total Rewards program includes competitive health plan options, with three consumer-driven health plans (CDHPs), a PPO plan and an HMO plan. Our team members enjoy a number of additional benefits, ranging from dental and eye care coverage to tuition assistance, family forming benefits, discounts to dozens of businesses and more. Employees classified as contingent status are not eligible for benefits.

Equal Employment Opportunity/Affirmative Action Employer

Equal Employment Opportunity / Affirmative Action Employer Henry Ford Health is

committed to the hiring, advancement and fair treatment of all individuals without regard to

race, color, creed, religion, age, sex, national origin, disability, veteran status, size, height,

weight, marital status, family status, gender identity, sexual orientation, and genetic information,

or any other protected status in accordance with applicable federal and state laws.