Patient Experience Navigator

HCA Healthcare; Salt Lake City (UT); On-site; USD 32,000 - 46,000; Full time

Benefits offered by this job

Comprehensive benefits

Wellbeing support

Paid time off

401(k) match

Education support

Job summary

HCA Healthcare's St. Mark's Hospital seeks a Patient Experience Concierge to greet and guide patients and guests through registration, expediting flow and addressing questions. You will model AIDET, oversee front desk operations, and help ensure a welcoming lobby environment.

The role emphasizes exceptional customer service, proactive patient communication, and collaboration with nursing and administration to maintain smooth patient flow and a positive experience for all visitors.

Qualifications

• High school diploma or GED preferred.
• Hospitality degree preferred.
• Minimum 3 year’s patient access, hotel, restaurant, retail, or customer service experience required.
• Previous Patient Access experience preferred.

Responsibilities

• Welcome patients and family members in a professional manner and assist with registration.
• Model AIDET guidelines in all interactions with patients.
• Promote and demonstrate excellent customer service.
• Oversee front desk and lobby tidiness and monitor patient flow.
• Greet patients on arrival and navigate patient flow.
• Assist with check-in and monitor the registration tracker.
• Conduct lobby rounds to keep patients informed about wait times.
• Ensure lobby/waiting area is clean, safe and comfortable.
• Encourage enrollment in the Patient Portal.
• Make independent decisions to help customers and elevate when needed.
• Ensure the patient experience is consistently the best possible.
• Provide patient flow updates to PTAC leadership.
• Assist in resolving real-time patient concerns.

Skills

Customer service

Communication

Hospitality

AIDET

Front desk

Education

High school diploma or GED

Hospitality degree

Job description

HCA Healthcare's St. Mark's Hospital seeks a Patient Experience Concierge to greet and guide patients and guests through registration, expediting flow and addressing questions. You will model AIDET, oversee front desk operations, and help ensure a welcoming lobby environment.

The role emphasizes exceptional customer service, proactive patient communication, and collaboration with nursing and administration to maintain smooth patient flow and a positive experience for all visitors.