Patient Experience Lead & Concierge Coach

Baptist Health; Miami (FL); On-site; USD 22,000 - 26,000; Full time

Job summary

Baptist Health in Miami, FL is seeking a Lead Guest Concierge who embodies the principles of a Director of First Impression. This role leads onboarding and ongoing training for Patient Experience Concierge staff and supports leadership with hiring, coaching, and mentoring.

You will greet visitors, interact with patients and families with professionalism, calm and empathy, and coordinate team events and schedules to maximize efficiency.

Qualifications

• Minimum 3 years of customer service experience.
• Bilingual English/Spanish preferred.
• Professional demeanor and compassionate approach.

Responsibilities

• Lead onboarding and ongoing training for Patient Experience Concierge staff.
• Support supervisor/manager in day-to-day operations, hiring, coaching and mentoring.
• Coordinate team huddles, staff schedules, and processes to maximize efficiency.
• Greet visitors and patients, interact with empathy and professionalism to convey a positive first impression.
• Act as liaison between patient, family and clinical staff; extend leadership support to the concierge team.

Skills

Customer service

Communication

Problem solving

Attention to detail

Education

High School diploma or equivalent

Associate's degree (preferred)

Tools

MS Office (Outlook & Excel)

Job description

Baptist Health in Miami, FL is seeking a Lead Guest Concierge who embodies the principles of a Director of First Impression. This role leads onboarding and ongoing training for Patient Experience Concierge staff and supports leadership with hiring, coaching, and mentoring.

You will greet visitors, interact with patients and families with professionalism, calm and empathy, and coordinate team events and schedules to maximize efficiency.