Patient Concierge & Guest Experience Specialist

American Addiction Centers; Matthews (NC); On-site; USD 30,000 - 45,000; Full time

Job summary

Advocate Health in North Carolina seeks a Full-time Guest Relations Associate to assist guests with directions, patient locations and hospital amenities. You will communicate clearly, handle inquiries, and coordinate with healthcare staff to meet patient and family needs.

Responsibilities include managing waiting areas, documenting services, handling emergencies, and supporting continuous quality improvements in guest services. Prior experience in healthcare/customer service is preferred.

Qualifications

• High School diploma or equivalent required.
• Bachelor’s degree preferred.
• Experience in healthcare and/or customer service preferred.
• Equivalent combination of education and experience will be considered.

Responsibilities

• Provides guests with assistance throughout the facility: directions, patient locations, location of hospital amenities.
• Communicates in a courteous and effective manner; confirms understanding and listens to complaints calmly.
• Gives personal attention, takes responsibility and uses teamwork in guest service; assists in identifying patient and family needs.
• Supervises waiting rooms; maintains knowledge of family locations and facilitates communication between family and healthcare professionals.
• Responds to emergency, crisis and disaster situations.
• Maintains training related to Service Excellence and Performance Improvement Initiatives.
• Collects data and documents to identify areas needing improved customer service.
• Accurately records and submits documentation for services provided to patients and families.
• Assists leaders with evaluation of the Guest Relations Program and quality guidelines.
• Maintains close communication with the Guest Relations Manager.

Skills

Customer service

Communication

Teamwork

Education

High School diploma or equivalent

Bachelor’s degree preferred

Job description

Advocate Health in North Carolina seeks a Full-time Guest Relations Associate to assist guests with directions, patient locations and hospital amenities. You will communicate clearly, handle inquiries, and coordinate with healthcare staff to meet patient and family needs.

Responsibilities include managing waiting areas, documenting services, handling emergencies, and supporting continuous quality improvements in guest services. Prior experience in healthcare/customer service is preferred.