Patient Experience Concierge

About the role

The role is an essential element supporting clinical care by assisting guests to accomplish their goals during each encounter. It builds a consistent and integrated service delivery process in both inpatient and outpatient settings, meeting and exceeding the needs of the customer, thereby establishing satisfaction and loyalty.

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 communicates to ensure a seamless, excellent patient experience throughout BJH and WU.
• Acts as a liaison for each element of the hospital experience, providing the necessary resources such as physicians, staff, social work, dietary, housekeeping, and others, needed during their hospital visit.
• Rounds daily on all new admits, arrivals, and VIPs, providing concierge services.
• Identifies and initiates service recovery, special requests, and notaries in a timely manner per protocol.
• Collects and maintains all data to share with staff, leadership, and administration for process improvement regarding patient satisfaction.
• Develops and increases 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 practices.
• Establishes relations with key stakeholders to enhance the overall guest experience.

  Requirements

  Not specified.

  Qualifications

  Not specified.

  Skills

  Not specified.

  Benefits

  Not specified.

  Pay

  Not specified.

  Schedule

  Not specified.