Concierge Coordinator RN - Medical Tourism - Hopewell - Full-Time - DAYS

Capital Health•Hopewell, NJ

11d•Onsite

About The Position

Capital Health is seeking a Concierge Coordinator RN for Medical Tourism, a full-time position with day shifts. This role is crucial for providing progressive, quality patient care within a dynamic healthcare resource that includes two hospitals, an outpatient center, a satellite ED, and an expansive network of primary and specialty care. Capital Health Medical Group comprises over 600 physicians and providers. The organization aims to attract top talent by offering competitive compensation and flexibility. The listed pay range is for a full-time equivalent (1.0 FTE) position, with actual compensation varying based on assigned hours and position status. The role involves initiating proactive communication with patients to assess their needs, developing individualized clinical plans of care, and serving as a dedicated patient liaison. The coordinator will perform clinical inpatient rounds, coordinate care transitions, conduct follow-up calls, and assist with discharge planning. Collaboration with multidisciplinary teams, physicians, nursing units, guest relations, and administrative departments is essential. The position also supports premium VIP patient experiences, executive guest hospitality, and specialized health system outreach events. Additionally, it involves coordinating hospitality and lodging logistics for traveling individuals, assisting with campus navigation, providing appointment reminders, and managing custom itineraries. Maintaining clear communication with clinical departments, optimizing scheduling, and executing real-time service recovery efforts are key responsibilities. Meticulous documentation, adherence to HIPAA, and tracking operational metrics are also required. The role includes preparing reports and ensuring readiness for regulatory surveys (DNV, DHSS, CMS).

Requirements

Bachelor’s in Nursing (BSN) required.
Three years of experience in healthcare navigation and/or concierge services, guest relations, hospitality, patient experience, executive support or healthcare coordination.
Experience within a hospital, healthcare system, luxury hospitality or medical office environment is strongly preferred.
Registered Nurse - NJ
Working knowledge of regulatory requirements, including DNV surveying and patient experience policy.
Exceptional customer service and interpersonal communication skills.
Demonstrated ability to engage with guests through professional and welcoming interactions.
Practical skill in identifying issues and applying real-time solutions to de-escalate stressful situations.
Professional proficiency with the full Microsoft Office Suite of applications.
Demonstrated ability to maintain professionalism, composure and a welcoming presence while handling multiple priorities in a fast-paced environment.
Proven ability to exercise high levels of discretion and confidentiality when handling sensitive issues.
Proven capacity to work collaboratively across multiple departments and disciplines.
Demonstrated strong attention to detail, diligent follow-through and a self-starter mindset.

Nice To Haves

Master’s in Nursing (MSN) preferred.
Solid knowledge of healthcare hospitality standards, patient privacy protocols and HIPAA regulations is preferred.
Bilingual or multilingual skills are highly preferred to support diverse patient needs.

Responsibilities

Initiate proactive communication with patients to assess their complex medical, emotional, social, psychosocial and cultural care needs.
Develop and execute individualized clinical plans of care based on comprehensive patient assessments and unique hospitality preferences.
Serve as a dedicated patient liaison, performing clinical inpatient rounds and serving as the primary point of contact for outpatients.
Coordinate seamless patient care transitions between ambulatory and inpatient settings, including scheduling clinical consultations and providing symptom management support.
Conduct clinical follow-up calls and evaluations for patients recovering from surgical interventions or complex medical procedures.
Assist multidisciplinary healthcare teams, patients and families with detailed discharge planning and post-acute care coordination.
Promote clear, continuous communication and collaborate directly with attending physicians to ensure the delivery of efficient, high-quality and personalized clinical care.
Act as a central clinical liaison between patients, families, physicians, nursing units, guest relations and administrative support departments.
Support premium VIP patient experiences, executive guest hospitality workflows and specialized health system outreach events.
Coordinate comprehensive hospitality and lodging logistics for traveling individuals, including airport transportation, local hotel blocks and area dining recommendations.
Assist guests with physical wayfinding, campus navigation and the seamless coordination of non-clinical healthcare services.
Provide clear appointment reminders, custom itinerary coordination and pre-visit clinical preparation guidance to help families manage their timelines.
Maintain active communication with clinical departments and physician offices to optimize scheduling workflows and minimize appointment delays.
Escalate patient or visitor service concerns immediately, executing real-time service recovery efforts to protect the system’s reputation.
Maintain meticulous documentation of all concierge interactions, special requests and service arrangements while upholding strict HIPAA confidentiality standards.
Track, monitor and analyze operational metrics, including demographics, treatment paths, inbound call volumes and turnaround times from diagnosis to treatment.
Prepare routine operational reports, professional correspondence, custom travel itineraries and internal departmental service documentation.
Maintain constant readiness for system-wide DNV, Department of Health and Senior Services (DHSS) and CMS surveys by completing regular self-assessments against established regulatory standards.
Perform other duties as assigned.