Job Qualifications 

EDUCATION - Required 

Bachelor’s 

EDUCATION – Preferred 

Master’s in healthcare 

Master’s degree desirable (e.g. MBA, MSW, MPH or MHA) 

EXPERIENCE – Required  

2 years in Healthcare 

EXPERIENCE – Preferred 

3 years in Healthcare 

SKILLS - Required 

Strong customer service skills; Outstanding interpersonal skills. 

Excellent verbal and written communication skills. 

Ability to multitask in a fast-paced environment. 

Strong knowledge of teamwork. 

SKILLS – Preferred 

Previous exp. in hospitality or concierge services 

PHYSICAL WORKING CONDITIONS 

Standing or sitting in the same location; walking frequently throughout the unit and main campus; push patients in a wheelchair. 

ENVIRONMENTAL WORKING CONDITIONS 

Located in a comfortable indoor area. Examples: executive, management, and secretarial positions. 

HAZARDS 

OSHA Category 3 

Tasks that involve no exposure to blood, body fluids, tissues, or other potentially infectious materials and Category 1 tasks are not a condition of employment. 

POSITION & UNIT ACCOUNTABILITIES – AKA Competencies 

Job Responsibilities & Expectations 

Customer Service & Professional Conduct 

• Skilled at shaping a positive perception of care through warm first impressions, including friendly body language, eye contact, and tone of voice. 

• Responds compassionately and professionally to customer concerns, effectively solving problems or escalating as needed. 

• Promotes a courteous and respectful environment for patients and families. 

• Maintains confidentiality and privacy in compliance with HIPAA regulations. 

• Demonstrates punctuality, reliability, and engagement in work duties. 

• Is open to coaching, mentoring, and performance improvement initiatives. 

• Dresses appropriately for customer service role, maintains excellent hygiene, wears ID Badge high and visible for all to see. 

Patient & Family Support 

• Acts as an information resource for patients, families, and visitors. 

• Instructs and educates patients and/or family members as needed. 

• Provides assistance, comfort, and emotional support to patients’ families. 

• Tracks surgery progress and delays and proactively updates families on patient status. 

• Facilitates referrals to appropriate hospital personnel based on patient/family needs. 

• Recognizes and respects cultural, social, and religious beliefs in care delivery. 

• Disseminates information about HSS services and community resources 

Communication & Collaboration 

• Strong collaboration with peers and interdisciplinary teams to ensure quality care; understands & demonstrates optimal teamwork 

• Shares information about new patients or transfers to ensure team readiness and coverage. 

• Coordinates, communicates with, and provides ongoing guidance and support to Atrium volunteers. 

• Answers telephone, routes callers, takes messages, and provides routine information to callers. 

Administrative & Operational Duties 

• Prepares and maintains accurate records, reports, and required documentation through EPIC, Salesforce, Outlooks, EZCall, and all departmental systems. 

• Manages time effectively to meet patient, department, and hospital needs. 

• Follows hospital and departmental policies to maintain safe and effective operations