Patient Experience Concierge

Memorial Healthcare System; Florida; On-site; USD 38,000 - 54,000; Full time

Job summary

Memorial Healthcare System is seeking a Patient Experience Liaison to deliver compassionate, high-touch support for patients and visitors. You will assist with wayfinding, escort services, and real-time issue resolution to enhance safety and comfort during hospital visits.

In this frontline role, you will collaborate with Patient Experience, Registration, Security and Clinical teams to address concerns and improve service delivery, while maintaining professional standards and empathy in a

Qualifications

• Associates in a related field required.
• 2+ years of experience in customer service, hospitality or a related field required.
• Experience in a hospital or healthcare setting preferred.

Responsibilities

• Greets and assists patients, families, and visitors throughout hospital entrances and public areas.
• Provides wayfinding support and escort services to destinations throughout the facility.
• Facilitates navigation within the facility, including assisting with check‑in processes and digital self-service tools.
• Identifies and assists individuals requiring guidance, support, or service recovery interventions.
• Coordinates wheelchair and transport services to promote safe and efficient patient movement.
• Delivers exceptional customer service and resolves concerns to enhance the overall patient experience.
• Partners with Patient Experience, Registration, Security, and Clinical teams to address issues and improve service delivery.
• Observes and monitors public spaces for safety issues, cleanliness concerns, or accessibility barriers, escalating as necessary.
• Documents and communicates trends, barriers, and recurring concerns affecting the patient experience.

Skills

Accountability

Customer service

Effective communication

Organization skills

Problem solving

Professional credibility

Responding to change

Standards of behavior

Team work

Education

Associates

Job description

Memorial Healthcare System is seeking a Patient Experience Liaison to deliver compassionate, high-touch support for patients and visitors. You will assist with wayfinding, escort services, and real-time issue resolution to enhance safety and comfort during hospital visits.

In this frontline role, you will collaborate with Patient Experience, Registration, Security and Clinical teams to address concerns and improve service delivery, while maintaining professional standards and empathy in a