Patient Experience Concierge (PRN)

BJC HealthCare • Saint Louis, MO

6d • Onsite

About The Position

This position supports clinical care by helping patients and families accomplish their goals during each encounter. The Patient Experience Concierge builds a consistent, integrated service process across inpatient and outpatient settings, seeking to meet and exceed customer needs and establish satisfaction and loyalty. The role has a primary location at either Christian Hospital North East or Christian Hospital North West and travels between the locations. The position is PRN (as needed), with shifts varying across days and evenings, including weekends and holidays.

Requirements

• High school diploma or GED.
• 2–5 years of experience.

Nice To Haves

• Supervisor experience is listed under Preferred Requirements, with “No Experience” specified.

Responsibilities

• Manage and personalize each guest experience, establish a positive first impression, and notify relevant areas of each patient’s specific needs throughout the hospital experience.
• Customize patient and family requests and communicate them to support a seamless experience.
• Liaise with hospital services and connect patients with resources, including physicians, staff, social work, dietary, and housekeeping.
• Round daily on new admissions, arrivals, and VIPs to provide concierge services.
• Identify and initiate service recovery, special requests, and notary services in a timely manner according to protocol.
• Collect and maintain data to share with staff, leadership, and administration for patient-satisfaction process improvement.
• Support program development and reach through accountability and follow-through, attend Daily Care Accelerated Meetings and the Patient Family Advisory Council, and support best practices.
• Build relationships with areas contributing to daily service-area operations and communicate regularly with department leadership to support patient safety and satisfaction.

Benefits

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

What This Job Offers

• Career Level: Entry Level
• Education Level: High school or GED