Job Description
Cedars-Sinai International is a reflection of our organization’s most fundamental values and mission, to be a blessing for those in need. Global growth is a natural development for Cedars-Sinai, which was founded to serve the needs of the community. That community is now truly global, and so are we. Through our Global Services platform, we partner with governments and private healthcare organizations to provide consulting services, develop global affiliations, and academic and strategic collaborations all with the purpose of bringing world-class care closer to our patients and their families. We offer an outstanding benefits' package that includes a 403(B), healthcare and generous paid time off. Join us! Discover why U.S. News & World Report has named us one of America’s Best Hospitals!
What you will be doing:
The Patient Concierge serves as an essential member of CS International care team, working to facilitate customer service needs of the international patient and family population. You will ensure an efficient process and promote high levels of patient and customer satisfaction. Provide international patients and families with assistance in accessing non-medical resources within the medical center and the community. Responsible for effectively analyzing patient and family needs and organizing, assembling and arranging resources to address inquiries.
Handles all customer interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Resolves customer complaints. Assists customers in all inquiries in connection with services provided, hours of operations, key CSI personnel, directions, etc. Responds to all customer requests in an accurate and timely manner. Responds to patients' needs in a positive and professional manner by exhibiting good personal relationships and communication skills. Administers patient and family survey.
Prepares and mail welcome packets (provides information about Cedars-Sinai, Los Angeles, community, tours, restaurants, grocery stores, attraction sites, recreation and activities, etc.) to all patients.
Triage incoming inquiries, providing patient lounge and telephone coverage. Meets and greets patients and their families. Tracks daily lounge visitor log, concierge services provided, and parking validations provided.
Performs concierge services i.e., hotel accommodations, arranges for transportation, prepares documents for VISA extensions, and other related services.
Maintains a clean and organized lounge, including coffee service. Orders and restocks lounge supplies, keeps track of lounge amenities and when they need to be ordered. Puts in work orders as needed for the lounge and follows up on work order requests. Processes check requests and purchase requisitions for vendors as needed.
Manages the collaborative spaces in the lounge (prayer room/conference rooms, lobbies) to ensure coordinated use and optimum efficiency and customer service.
Assists with developing a network of contacts and resources that can provide assistance in accommodating the diverse requests of CSI and VIP customers.
Maintains patient confidentiality and privacy in accordance with Cedars-Sinai policy, and HIPAA regulations by accessing patient information only to the extent necessary to fulfill assigned duties. Keeps all patient information private, confidential and secure. Properly secures, stores and discards all lists, reports, files and documents.
Coordinates and collaborates cross-functionally to ensure patients' language access service (interpreter services), meal and dietary needs, and ensures that religious accommodations are satisfactory.
Establishes effective working relationships with cross-functional teams.
Cultivates and maintains strong customer relationships and rapport with partners and/or client groups.
Ensures practices and procedures are inclusive of interpersonal and cultural diversity.
Identifies and responds appropriately to both internal and external customer needs using available resources.
Qualifications
Requirements:
- High School Diploma/GED required. Bachelor's degree in healthcare administration, hospitality management or another related major preferred.
- Minimum 3 years of experience providing high level customer service/hospitality, addressing and resolving complex issues.
- Fluent in Arabic.
Why work here?
Beyond outstanding employee benefits including health and dental insurance, paid vacation, and a 403(b) we take pride in hiring the best employees. Our accomplished staff reflects the culturally and ethnically diverse community we serve. They are proof of our commitment to creating a dynamic, inclusive environment that fuels innovation.
Req ID : 4528
Working Title : Patient Concierge - Arabic Speaking (onsite)
Department : International Health
Business Entity : Cedars-Sinai Medical Center
Job Category : Patient Services
Job Specialty : Patient Relations
Overtime Status : NONEXEMPT
Primary Shift : Day
Shift Duration : 8 hour
Base Pay : $22.07 - $33.11
Our compensation philosophy
We offer competitive total compensation that includes pay, benefits, and other recognition programs for our employees. The base pay range shown above takes into account the wide range of factors that are considered in making compensation decisions including knowledge/skills; relevant experience and training; education/certifications/licensure; and other business and organizational factors. This base pay range does not include our comprehensive benefits package and any incentive payments that may be applicable to this role. Pay Transparency Non Discrimination Provision (PDF) (opens in new window)
Diversity and Inclusion at Cedars-Sinai
We are caretakers and innovators committed to the pursuit of equitable healthcare. But health equity is not possible without representation. Our commitment to diversity goes beyond demographics or checking boxes. Our people must reflect the diverse identities, experiences and geographies of the communities and patients we serve – because that’s what our patients, colleagues and communities deserve. Quality Care and Research—For All, By All (opens in new window).
Cedars-Sinai is an Equal Employment Opportunity employer.
Cedars-Sinai does not unlawfully discriminate on the basis of the race, religion, color, national origin, citizenship, ancestry, physical or mental disability, legally protected medical condition (cancer-related or genetic characteristics or any genetic information), marital status, sex, gender, sexual orientation, gender identity, gender expression, pregnancy, age (40 or older), military and/or veteran status or any other basis protected by federal or state law. If you need a reasonable accommodation for any part of the employment process, please contact us by email at Applicant_Accommodation@cshs.org and let us know the nature of your request and your contact information. Requests for accommodation will be considered on a case-by-case basis. Please note that only inquiries concerning a request for reasonable accommodation will be responded to from this email address.
Cedars-Sinai will consider for employment qualified applicants with criminal histories, in accordance with the Los Angeles Fair Chance Initiative for Hiring.
At Cedars-Sinai, we are dedicated to the safety, health and wellbeing of our patients and employees. This includes protecting our patients from communicable diseases, such as influenza (flu) and COVID-19. For this reason, we require that all new employees receive a flu vaccine based on the seasonal availability of flu vaccine (typically during September through April each year) as a condition of employment, and annually thereafter as a condition of continued employment, subject to medical exemption or religious accommodation. For the same reason, you may also be required to receive other vaccines such as COVID-19 as a condition of employment. Cedars-Sinai reserves the right to make modifications to its required list of vaccines as required by law and/or policy. Cedars-Sinai’s AA Policy Statement (PDF) (opens in new window)
