Emergency Dept Patient Concierge
About The Position
This position supports emergency department patients, families, and guests at BEST's client hospitals from arrival through discharge. This is an active, on-the-move role, not a guest services desk position: concierges spend their shifts rounding throughout waiting areas, hallways, and patient rooms. As an extension of the care team for all non-clinical needs, the ED Patient Concierge partners closely with caregivers, anticipates needs before they're asked, and makes every visit feel personal, never transactional. Between 50 and 70 percent of hospital admissions begin in the emergency department, where visits are unplanned and patients and their loved ones often arrive in a high-stress, high-emotion moment. As an ED Patient Concierge, you are a calm, reassuring presence: taking non-clinical worries off patients' and families' plates, and off their care teams, so clinicians can focus on care and patients can focus on healing.
Requirements
- Servant-hearted, compassionate, approachable, and humble personal qualities.
- Poise, tact, and professionalism to stay calm and stress-tolerant in a fast-paced, emotionally charged environment.
- Detail-oriented and highly organized with excellent verbal and written communication skills.
- Creative, curious, solutions-minded listener who manages multiple requests and shifting priorities with ease.
- At least one year in fast-paced customer service (three to five years preferred).
- Proficient in Microsoft Office and point-of-sale platforms, with strong data entry accuracy.
- Valid driver's license, reliable transportation, and required vehicle insurance.
- Ability to pass a background check and drug screen.
- Ability to obtain client hospital badging and comply with client occupational health requirements (e.g., immunizations, TB screening, and other clearances) prior to and throughout employment.
Nice To Haves
- Healthcare or hospitality experience.
- Multilingual fluency.
Responsibilities
- Welcome and round on patients and guests in arrival and waiting areas, offer comfort items, provide wayfinding, and manage expectations during long waits.
- Assist with admissions by relocating vehicles, retrieving items from home, unloading and delivering belongings, and managing valuables.
- Conduct welcome visits and patient room rounding; follow up on call lights for non-clinical needs; provide blankets, water, meals, and device charging; and assist with notary services and patient portal setup.
- Advocate for patients and families through all available resources, connect them with the right staff, and give frequent micro updates to patients and loved ones.
- Support the care team by taking on non-clinical tasks such as restocking, escorting patients from triage, wheelchair retrieval, and room relocations.
- Coordinate transportation, pick up prescriptions, carry belongings to the car, and arrange grocery, pet, or childcare support during discharge and transition home.
- Round on patients daily, strictly follow HIPAA requirements, and accurately capture service activity within BEST's service management platform.
- Live out BEST's core values: trustworthy, compassionate, resourceful, results-focused, and value-creating.
Benefits
- Comprehensive total rewards focused on well-being.
- High-trust, highly collaborative environment.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
No Education Listed
