Patient Experience Concierge

BJC HealthCare • Florissant, MO

8h • Onsite

About The Position

Christian Hospital has been serving St. Louis and the surrounding metro areas since 1903. U.S. News & World Report ranks Christian Hospital No. 5 in St. Louis for overall clinical excellence and No. 9 in Missouri, which puts us in the top 6% of all hospitals in the state!
The U.S. News adult methodology ranks clinical specialties and rates common care procedures and conditions. Christian was nationally ranked as “high performing” in the clinical specialty of geriatrics and in the following seven of 21 common procedures and conditions: heart attack, heart failure, kidney failure, diabetes, COPD, pneumonia and stroke. High performing in a specialty means we were in the top 10% nationally of all evaluated hospitals for that specialty or procedure and condition.
Northwest HealthCare, six miles west of Christian, offers 24- hour emergency care, the Sleep Disorders Center and a variety of outpatient diagnostic and imaging services.
The Service Excellence and Diversity Department coordinates and oversees the Guest Services at the Hospital, including patient transportation. Oversees all aspects of the hospital's guest relations, patient transport, concierge services, serves as a liaison between families, patients, and guests.
Role Purpose
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.

Requirements

• High School Diploma or GED
• 2-5 years

Nice To Haves

• No Experience
• 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: Entry Level
• Education Level: High school or GED
• Number of Employees: 251-500 employees