Patient Experience Concierge

BJC HealthCare • Saint Louis, MO

2d • Onsite

About The Position

This position is an essential element that supports clinical care by assisting the customer to accomplish their goals during each encounter. The role builds a consistent and integrated service delivery process in both inpatient and outpatient setting that not only meets the needs of the customer but exceed their expectations which establishes satisfaction and loyalty.

Manage the navigation and personalization of each guest experience by establishing the first impression and notifying the area of each patient’s specific needs to be carried out throughout the patient’s hospital experience. Customizes each unique patient and family request and communicate to ensure a seamless excellent patient experience throughout BJH and WU.

Act as a liaison for each element of the hospital experience in regards to providing the resources, including physicians, staff, social work, dietary, housekeeping and etc. needed during their hospital visit. Round daily on all new admits, arrivals and VIP’s providing concierge services.

Identify and initiate service recovery, special requests and notaries in a timely manner per protocol. Collect and maintain all data to share with staff, leadership and administration for process improvement regarding patient satisfaction.

Developing and increasing the reach of the program through accountability and follow through by attending Daily Care Accelerated Meetings, Patient Family Advisory Council and continuing to support best practice.

Establish relationships with all areas contributing to the daily operation of the service area. Constant communication with leadership of department to ensure patient safety and satisfaction.

Requirements

• High School Diploma or GED
• 2-5 years experience

Nice To Haves

• Supervisor Experience

Responsibilities

• Manage the navigation and personalization of each guest experience by establishing the first impression and notifying the area of each patient’s specific needs to be carried out throughout the patient’s hospital experience.
• Customizes each unique patient and family request and communicate to ensure a seamless excellent patient experience throughout BJH and WU.
• Act as a liaison for each element of the hospital experience in regards to providing the resources, including physicians, staff, social work, dietary, housekeeping and etc. needed during their hospital visit.
• Round daily on all new admits, arrivals and VIP’s providing concierge services.
• Identify and initiate service recovery, special requests and notaries in a timely manner per protocol.
• Collect and maintain all data to share with staff, leadership and administration for process improvement regarding patient satisfaction.
• Developing and increasing the reach of the program through accountability and follow through by attending Daily Care Accelerated Meetings, Patient Family Advisory Council and continuing to support best practice.
• Establish relationships with all areas contributing to the daily operation of the service area.
• Constant communication with leadership of department to ensure patient safety and satisfaction.

Benefits

• Comprehensive medical, dental, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 401(k) plan with BJC match
• Tuition Assistance available on first day
• BJC Institute for Learning and Development
• Health Care and Dependent Care Flexible Spending Accounts
• Paid Time Off benefit combines vacation, sick days, holidays and personal time
• Adoption assistance

What This Job Offers

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