Patient Concierge Officer

Loma Linda • Loma Linda, CA

5d • $87,755 - $118,040 • Onsite

About The Position

The Patient Concierge Officer serves as a dedicated liaison and single point of contact for high-profile patients ("Friends of Loma Linda University Health"), ensuring a seamless, high-touch care experience across all healthcare settings. The position provides patient advocacy, non-medical support, care coordination, and enhanced communication throughout the patient journey. Evaluates complex patient and donor experience matters, develops and implements solutions across organizational departments, identifies opportunities to strengthen donor engagement, and recommends improvements to patient experience and service excellence. The role enhances patient satisfaction, improves care coordination, supports the cultivation and stewardship of major philanthropic relationships, and aligns the patient experience with organizational development goals. This role serves as a major front-line forward-facing role with donor contact and visits every day, in the inpatient hospital setting, outpatient hospital setting, and in homes of donors for donor cultivation and stewardship, alongside development officer team. Performs other duties as needed.

Requirements

• Bachelor’s degree in healthcare administration, business, communications, or a related field required.
• Minimum three years of experience in healthcare, patient relations, or customer service required.
• Knowledge of healthcare systems and patient navigation.
• Knowledge of HIPAA and privacy regulations.
• Knowledge of customer service and patient relations practices.
• Basic understanding of philanthropy and fundraising.
• Proficient in Electronic Medical Record (EMR) and Customer Relationship Management (CRM) systems.
• Able to document, report, multi-task and care coordinate.
• Ability to build relationships with patients and staff.
• Strong conflict resolution and diplomacy skills.
• Ability to read, write legibly, and speak in English with professional quality.
• Ability to use computer, printer, and software programs necessary to the position (e.g., Word, Excel, Outlook, PowerPoint).
• Ability to operate/troubleshoot basic office equipment required for the position.
• Ability to relate and communicate positively, effectively, and professionally with others.
• Ability to work calmly and respond courteously when under pressure.
• Ability to collaborate and accept direction.
• Ability to think critically.
• Ability to manage multiple assignments effectively.
• Ability to organize and prioritize workload.
• Ability to work well under pressure.
• Ability to problem solve.
• Ability to recall information with accuracy.
• Ability to pay close attention to detail.
• Ability to work independently with minimal supervision.
• Ability to distinguish colors as necessary.
• Ability to hear sufficiently for general conversation in person and on the telephone.
• Ability to identify and distinguish various sounds associated with the workplace.
• Ability to see adequately to read computer screens, and written documents necessary to the position.

Nice To Haves

• Master’s degree preferred.
• Experience working with high-profile clients or stakeholders preferred.
• Certified Patient Experience Professional (CPXP) preferred.

Responsibilities

• Serves as a dedicated liaison and single point of contact for high-profile patients.
• Ensures a seamless, high-touch care experience across all healthcare settings.
• Provides patient advocacy, non-medical support, care coordination, and enhanced communication.
• Evaluates complex patient and donor experience matters.
• Develops and implements solutions across organizational departments.
• Identifies opportunities to strengthen donor engagement.
• Recommends improvements to patient experience and service excellence.
• Enhances patient satisfaction and improves care coordination.
• Supports the cultivation and stewardship of major philanthropic relationships.
• Aligns the patient experience with organizational development goals.
• Engages in daily donor contact and visits in inpatient, outpatient, and home settings for cultivation and stewardship.
• Collaborates with the development officer team.
• Performs other duties as needed.

Benefits

• Equal opportunities in all aspects of the employment process.
• Reasonable accommodations for otherwise qualified individuals requesting an accommodation due to a disability.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level