Patient Experience Navigator

BJC HealthCare; St. Louis (MO); On-site; USD 25,000 - 34,000; Part time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

Life insurance

Disability insurance

Retirement plan

Tuition assistance

Paid time off

Adoption assistance

Job summary

BJC HealthCare is seeking a Patient Experience Concierge to support clinical care and enhance patient satisfaction at Christian Hospital North East or North West. The role involves coordinating concierge services, liaising with physicians, staff, social work, and dietary teams, and assisting patients and families throughout their hospital experience.

The position is PRN with shifts across days/evenings, weekends, and holidays.

Qualifications

• High School Diploma or GED required.
• 2-5 years of experience in customer-facing roles.
• Experience in a hospital or clinical setting preferred.

Responsibilities

• Manage navigation and personalization of each guest experience by creating first impressions and notifying areas of patient needs.
• Act as liaison to provide resources (physicians, staff, social work, dietary, housekeeping) during hospital visits; rounds daily on admits and VIPs.
• Identify and initiate service recovery and special requests; collect data for process improvements in patient satisfaction.
• Develop program reach through Daily Care Accelerated Meetings and Patient Family Advisory Council.
• Maintain relationships with all areas contributing to daily operations and ensure patient safety and satisfaction.

Skills

Customer Service

Communication

Education

High School Diploma or GED

Job description

Additional Information About the Role

Do you possess excellent customer service skills? Christian Hospital and NorthWest Healthcare is seeking a Patient Experience Concierge to join their team.

• PRN (as needed)
• Will have a primary location at Christian Hospital North East or Christian Hospital North West and will travel between the locations
• Shifts vary, will be a mixture of days/evenings, weekends and holidays

Overview

BJC HealthCare is one of the largest nonprofit health care organizations in the United States, delivering services to residents primarily in the greater St. Louis, southern Illinois and southeast Missouri regions. With net revenues of $6.3billion and more than 30,000 employees, BJC serves patients and their families in urban, suburban and rural communities through its 14hospitals and multiple community health locations. Services include inpatient and outpatient care, primary care, community health and wellness, workplace health, home health, community mental health, rehabilitation, long-term care and hospice.

BJC is the largest provider of charity care, unreimbursed care and community benefits in the state of Missouri. BJC and its hospitals and health service organizations provide $785.9 million annually in community benefit. That includes $410.6 million in charity care and other financial assistance to patients to ensure medical care regardless of their ability to pay. In addition, BJC provides additional community benefits through commitments to research, emergency preparedness, regional health care safety net services, health literacy, community outreach and community health programs and regional economic development.

BJC’s patients have access to the latest advances in medical science and technology through a formal affiliation between Barnes-Jewish Hospital and St. Louis Children’s Hospital with the renowned Washington University School of Medicine, which consistently ranks among the top medical schools in the country.

Preferred Qualifications

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 setting that not only meets the needs of the customer but exceed their expectations which establishes 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. Customizes 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 and etc. needed during their hospital visit. Round daily on all new admits, arrivals and VIP’s 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.
• Developing and increasing 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 practice.
• 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, vison, life insurance, and legal services available first day of the month after hire date
• Disability insurance* paid for by BJC
• Annual 4% BJC Automatic Retirement Contribution
• 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 our Benefits Summary.

*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