Patient & Family Concierge — Emergency Department

Texas Children's Hospital; Houston (TX); On-site; USD 25,000 - 30,000; Full time

Job summary

Texas Children’s Hospital is seeking an Ambassador to assist patients and families with concierge services, lodging and transportation coordination, and resource referrals. The role involves bilingual communication, liaising with Social Services, Family Relations, and Child Life, and developing programs to enhance family experiences within the hospital setting.

Responsibilities include coordinating with Ronald McDonald House, creating family-friendly activities, and ensuring high levels of

Qualifications

• HS Diploma or GED required.
• 3 years related customer service experience required.
• Spanish speaking preferred under policy.

Responsibilities

• Provides concierge services to patients and families.
• Identifies needs within patient and family population and develops handouts/ website resources to address those needs.
• Contacts out-of-town families to assess needs and provides referrals to appropriate resources.
• Assists families with obtaining reservations, lodging and transportation needs; informs families of services available within hospital and contacts appropriate departments.
• Works with Ronald McDonald House to provide additional assistance to families of patients in intensive care units.
• Provides patient and family activities for waiting areas and ensures that supplies are maintained.
• Develops and implements programs for siblings during patient and family visits.
• Works with patients, families and staff to ensure customer satisfaction.
• Develops and implements staff training to ensure appropriate referral to Guest Services.
• Communicates with families bilingually to provide accurate information and ensure families understanding.
• Acts to provide high level of personal attention, as evidenced by family reports and supervisor observation.
• Documents and communicates issues raised by families to appropriate staff members.
• Works with staff to develop new customer service initiatives for units and hospital wide.
• Coordinates holidays and other activities for patients and families.

Skills

Customer service experience

Bilingual (Spanish)

Communication skills

Education

High School Diploma or GED

Job description

Texas Children’s Hospital is seeking an Ambassador to assist patients and families with concierge services, lodging and transportation coordination, and resource referrals. The role involves bilingual communication, liaising with Social Services, Family Relations, and Child Life, and developing programs to enhance family experiences within the hospital setting.

Responsibilities include coordinating with Ronald McDonald House, creating family-friendly activities, and ensuring high levels of