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Concierge Program Coordinator PRN

Location: Norwalk, Connecticut US


Requisition Number: 460

Position Title:

External Description:



Welcome to Western Connecticut Health Network, a comprehensive group of Hospitals, Medical Practices and Home Care designed to know our patients well. WCHN is comprised of Danbury, New Milford, and Norwalk Hospital as well as Western Connecticut Home Care, and Western Connecticut Medical Group. We are united by our mission to improve the health and well-being of those who live in the communities we proudly call home. We believe our dedicated and talented employees are the cornerstone of providing the best in patient care, and we are seeking qualified and compassionate individuals to enhance the delivery of care to the communities we serve.

Assists donors in navigating WCHN's care delivery system, nurturing relationships with donors and their families and establishing strong communicatons channels between the Foundation and clinical departments. Serves as the primary resource for donors utilizing WCHN and its affiliates for their health care needs including weeknights, weekends and holidays based on a Concierge Team call schedule to provide consistent services to donors enrolled in the Concierge Program. Round on DH Emergency Department patients, as directed by ED leadership, to assist with enhancing the patient/family experience by facilitating communication.

1. Serves as the primary source of contact for donors' accessing care at WCHN during normal business hours. Provides on-call coverage weeknights and weekends as a member of the on-call Concierge program team.

2. Develops trusting relationships with, and provides support to, donors and their families regarding access to services, referrals, assistance with medical appointments, billing concerns and other matters associated with the donor's care experience at WCHN. Communicates with donors following receipt of services to gauge donors' perception of the services and promote donor retention and loyalty.

3. Cultivates relationships within the various clinical departments and care areas, both inpatient and outpatient, to facilitate donor's care needs and to identify new opportunities to improve the care experience for donors and all patients.

4. Reviews daily HIPAA appropriate patient lists provided electronically by IT, visiting donors and prospective donors to ensure timely service and a positive care experience.

5. Tracks and records HIPAA appropriate information on the Foundation's database relative to the visited patients' care experience, notifying and coordinating visits by Hospital(s) leadership to further nurture the donors' relationship with WCHN.

6. Prepares Concierge membership materials, carefully capturing information on donor records and media tab, updating coding on RE & patient database.

7. Round on ED patients/families, as appropriate, to positively maximize the patient/family experience and enhance communication.

8. Tracks non-member patient rounding contact in real-time on the ED platform.

9. Fulfills all compliance responsibilities related to the position.

10. Performs other duties as assigned.

Other information:
Required: Listening skills, ability to multi-task, think quickly, resourceful, clear communicator, adhere to confidentialty, and provide compassion.
Minimum Experience: three years

Location: Norwalk Hospital

Shift : PRN on-call scheduled overnights on weekdays - 5:00 pm to 8:30 am, and weekends from Friday at 5:00 pm to Monday at 8:30 am. Holidays are 24 hours shifts.

Other compensation information: On-call & call-in pay per Foundation rate schedule

Exempt from Overtime: Exempt: No

Work Type: Per Diem

* Associate's Level Degree

Working conditions:
* Significant manual skills / motor coord & finger dexterity
* Little or no potential for occupational risk
* Medium to Heavy effort. May extert up to 35 lbs. force
* Generally pleasant working conditions.

WE ARE AN EQUAL OPPORTUNITY EMPLOYER. Qualified Applicants are considered for positions and are evaluated without regard to mental or physical disability, race, color, religion, gender, national origin, age, genetic information, military or veteran status, sexual orientation, marital status or any other classification protected under applicable Federal, State or Local law.

We will endeavor to make a reasonable accommodation to the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to complete this form or to participate in an interview, please contact Human Resources at 203-739-7330 (for reasonable accommodation requests only). Please provide all information requested to assure that you are considered for current or future opportunities.

City: Norwalk

State: Connecticut

Community / Marketing Title: Concierge Program Coordinator PRN

Company Profile:

Health Quest and Western Connecticut Health Network have combined to form a new nonprofit health system. The name for the new health system will be Nuvance Health. The new health system was created to provide communities across New York’s Hudson Valley and western Connecticut with more convenient, accessible and affordable care.

EEO Employer Verbiage:

Location_formattedLocationLong: Norwalk, Connecticut US

Job Number: 27676