Patient Experience Concierge- Children's Hospital

BJC HealthCare; St. Louis (MO); On-site; USD 35,000 - 55,000; Full time

Job summary

An established industry player is seeking a Patient Experience Concierge to enhance guest experiences at a top children's hospital. This role focuses on delivering exceptional customer service, ensuring each patient's needs are met with compassion and efficiency. The ideal candidate will thrive in a dynamic environment, working closely with healthcare teams to provide personalized support and improve patient satisfaction. Join a dedicated team committed to making a difference in children's lives while enjoying comprehensive benefits and a supportive work culture.

Benefits

Comprehensive medical, dental, and vision insurance

Disability insurance paid for by BJC

Pension Plan and 403(b) Plan funded by BJC

401(k) plan with BJC match

Tuition Assistance

Paid Time Off

Adoption assistance

Qualifications

• 2-5 years of experience in customer service roles.
• Strong ability to show compassion and empathy.

Responsibilities

• Manage guest experiences and ensure satisfaction during hospital visits.
• Act as a liaison for patients, coordinating resources and support.

Skills

Customer Service Skills

Compassion

Education

High School Diploma or GED

Job description

Additional Information About the Role

Full-time, Benefits Eligible, 401K & Pension

St. Louis Children's Hospital is looking for the perfect candidate to fill a Patient Experience Concierge role. If you're customer service driven, love to talk and want to make a difference in the lives of others, this role is for you!

Hours:

• Wednesday-Sunday
• 1pm-10:30p
• Must have strong customer service skills with the ability to show compassion

Come thrive with St. Louis Children's Hospital!

Overview

St. Louis Children’s Hospital is dedicated to improving the health and lives of children. As one of the top-ranked children’s hospitals in the country, St. Louis Children’s provides care in more than 50 specialty areas through a dedicated team of physicians, nurses, staff and volunteers. Along with inpatient and outpatient medical care, the hospital offers education, wellness and injury-prevention programs to fulfill its mission to “do what’s right for kids.”

Providing comprehensive, high-quality care and serving as an advocate for children has been St. Louis Children’s commitment since its inception in 1879. Today, the hospital serves patients and families across a 300-mile service area, and has seen patients from all 50 states and more than 80 countries.

St. Louis Children’s consistently ranks among America’s Best Children’s Hospitals by U.S.News & World Report in all surveyed categories. In 2021, St. Louis Children’s was one of eight children’s hospitals to rank in the top 25 of all 10 specialties. The hospital’s academic and physician partner, Washington University School of Medicine, is one of the top-ranked medical schools in the United States. Since 2005, St. Louis Children’s has been designated as a Magnet hospital for nursing excellence from the American Nurses Credentialing Center (ANCC).

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 settings that not only meets the needs of the customer but exceeds their expectations, 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. Customize 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, etc., needed during their hospital visit. Round daily on all new admits, arrivals, and VIPs 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.
• Develop and increase 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.
• 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.

Minimum Requirements

Education

• High School Diploma or GED

Experience

• 2-5 years

Preferred Requirements

Supervisor Experience

• No Experience

Benefits and Legal Statement

BJC Total Rewards

At BJC we’re committed to providing you and your family with benefits and resources to help you manage your physical, emotional, social and financial well-being.

• Comprehensive medical, dental, vision, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Pension Plan*/403(b) Plan funded by BJC
• 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

To learn more, go to www.bjctotalrewards.com/Benefits

*Not all benefits apply to all jobs

The above information on this description has been designed to indicate the general nature and level of work performed by employees in this position. It is not designed to contain or be interpreted as an exhaustive list of all responsibilities, duties and qualifications required of employees assigned to this job. Equal Opportunity Employer