Mgr-Concierge Services

The Manager, Concierge Services provides dynamic leadership and administrative oversight for our Physician Access Coordinators (Concierge) and Level II Call Center Agents. This pivotal role partners with Department Administrators, Chairs, Division Heads, Corporate Marketing, and system leaders to cultivate an exceptional customer service environment. The primary goal is to ensure timely and seamless access and support for patients, families, physicians and their surrogates, as well as defined ACO, employer, and VIP groups.

This manager is responsible for all operations within Referring Physician Office concierge services, including:

• Statewide Growth transfer patients and families
• New patient scheduling for outpatient specialty appointments
• The Inside Connection program
• HFH surgical desk/lounge
• International Medical Tourism

Additionally, the Manager, Concierge Services oversees all Contact Center Level II agent patient services, such as:

• System MyChart support
• The 1-800 Henry Ford phone line
• Interpreter services
• Web chat
• Physician selection

This role is critical in leading and managing efforts to customize staff education and roles, enhance subspecialty operations, improve communication and feedback, and ensure accountability for services delivered to all recipients.

• Strategic Communication: Identify potential communication breakdowns and ensure critical information is effectively transmitted to key stakeholders.
• Training & Development: Oversee all cross-training initiatives for Level II agents and Concierge staff.
• Information Dissemination: Utilize contact management software to efficiently share information with key stakeholders across Henry Ford Medical Group (HFMG).
• Stakeholder Engagement: Engage in significant phone work, leverage computer and technology literacy, and deliver presentations to individuals and small groups of physicians.
• Service Line Leadership: Report to the Director of Access Services, providing leadership and direction to maintain a highly functional concierge customer service experience across multiple Henry Ford Health System product lines, including ACO populations, VIP, and employer groups.
• Omnichannel Support: Plan, implement, and provide operational support for contact center-backed system initiatives, including interpreter services, patient online portals, web chat, email, and other omnichannel communication platforms.
• Department Operations: Manage all facets of the department's concierge operations, including hiring, training, discipline, scheduling support staff, and resolving process issues.
• Technology Optimization: Collaborate with Technology leadership to maximize efficiency, streamline workflows, and enhance data collection.
• Service Innovation: Partner with System leadership to develop and launch new concierge service offerings.
• Team Development: Drive staff development through coaching and mentoring initiatives.
• Quality Assurance: Establish and uphold performance standards, promote staff education and growth, and continuously monitor and maintain the quality of service provided to patients, physicians, ACO members, and VIP constituencies.

EDUCATION/EXPERIENCE REQUIRED:

• Bachelor's Degree in business and/or related field, or the equivalent in experience.
• Two (2) years' previous Supervisor experience or comprehensive leadership.
• Strong knowledge in hospitality services, customer service and patient/family satisfaction preferred.
• Knowledge of at least two (2) software packages: Word Processing, Spreadsheets, and Graphics.
• Experience within Henry Ford Hospital and Health Network is preferred as well as the ability to develop operational support with key stakeholders throughout the inpatient and outpatient areas. This includes work between HFMG physicians & Administrative
  Managers, sites, and services.
• Strong written and verbal communication skills are required and the ability to interface with patients and families from all areas of the U.S. and abroad.
• Knowledge of Microsoft computer programs (Word, Excel, and Power point) is essential.
• Presentation skills are necessary along with high interpersonal skills.
• This role demands the individual be a self-starter, and self-directed in their daily schedule.

• Organization: Henry Ford Medical Group
• Department: Anesthesia POC HFMG
• Shift: Day Job
• Union Code: Not Applicable