Patient Care Concierge - Mission Hospital

Towne Park • Mission Viejo, CA

22d • Onsite

About The Position

The Patient Care Concierge is a multifunctional, nonclinical, non-certified associate who provides hospitality and support to patients throughout their hospital stay. The role supports various hospital departments and may include patient sitting, inpatient transport, greeting and wayfinding, discharge lounge support, and equipment porter responsibilities, depending on hospital needs. The concierge works closely with clinical teams to support patient experience, healing, and recovery.

The position follows established practices and procedures, with specific directions and frequent verification of work. Decisions are made within operational instructions and departmental guidelines. The role requires maintaining patient and business confidentiality, communicating professionally, and assisting patients, visitors, coworkers, and clients. Most work takes place in a climate-controlled environment, with occasional exposure to inclement weather and varying temperatures. Travel of up to 5% may be required.

Requirements

• High school diploma or GED.
• Must be at least 18 years of age.
• Must pass a criminal background check, MVR check, and drug screen.
• Must complete Towne Park Wheelchair Safety Training.
• Must complete HIPAA training provided by Towne Park and, if required, by the hospital.
• One to three months of related experience and/or training, or an equivalent combination of education and experience.
• Ability to read and write Standard English and understand simple instructions, correspondence, and memos.
• Ability to write simple correspondence and present information effectively in one-on-one and small-group situations.
• Ability to perform basic arithmetic, including calculations with time, money, weight, and volume measurements, including metric units when appropriate.
• Ability to understand 24-hour and military time systems.
• Strong organizational skills and excellent verbal, written, and interpersonal communication skills.
• Ability to operate a computer, fax machine, scanner, and copier.
• Ability to meet the physical demands of the position, including extended sitting or standing, walking, running, handling objects, reaching, climbing stairs, balancing, stooping, kneeling, crouching, crawling, and lifting or moving objects.

Nice To Haves

• Customer service experience preferred.
• Experience directing staff preferred.
• Computer experience preferred.

Responsibilities

• Greet patients promptly and professionally, using their last name when appropriate.
• Provide visitors with directions, information, and general assistance; escort visitors and provide wayfinding as needed.
• Answer telephone calls promptly and politely according to client and Towne Health standards.
• Deliver messages, items, and amenities as requested.
• Remain at the bedside of an assigned patient until relieved by an appropriate staff member.
• Attend to patients’ nonclinical needs that do not require physical contact; provide water and alert nursing staff to medical emergencies or irregular behavior.
• Verbally calm or reorient patients experiencing agitation or confusion, following the client’s philosophy and processes.
• Explain transport procedures to patients before transport; ensure comfort, safety, and privacy, and do not leave patients unattended while in the transporter’s care.
• Collect transport equipment and return it to the appropriate storage area.
• Transport and secure medical charts during patient transports.
• Track, sanitize, and distribute designated hospital and patient equipment; use the relevant tracking system, log sheets, or computer technology.
• Collect equipment from hospital locations and distribute it as required.
• Remove visible hazards or broken equipment from the immediate environment and report them to the Guest Service Captain or Account Manager.
• Follow hospital emergency codes and procedures in accordance with Joint Commission standards.
• Maintain accuracy and composure under pressure and a pleasant, friendly, professional demeanor with patients, guests, coworkers, and clients.
• Maintain patient and business confidentiality.
• Perform additional duties as assigned.

Benefits

• Eligible employees may enroll in accident insurance, critical illness insurance, hospital indemnity insurance, and telemedicine benefits.
• Eligible employees may enroll in the company’s 401(k) retirement savings plan. Eligibility depends on job classification, length of employment, and hours worked; benefits are subject to change and plan or program terms. Seasonal and temporary roles are not eligible for these benefits.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: High school or GED